Dispatchers Keep Your Support Team Accountable

Your support team is going to screw up. It doesn’t matter how high-functioning or experienced your team is. Your team is only human, so mistakes are bound to happen at some point. 

What’s really important is figuring out why the mistake happened so you can avoid it next time. When every member of your team has their assigned responsibilities, you can determine who’s to blame for the mistake and then correct the error so it won’t happen again.

So, who’s responsible for ensuring your support team members fulfill their responsibilities?

That’s your dispatcher.

Dispatchers are ultimately responsible for every support request that comes in the door. They see to it that each support ticket is identified and taken care of effectively by the technicians so customers can swiftly have their problems resolved.

However, the dispatcher must stay on top of their responsibilities. They are the spine of your support team. Without the dispatcher propping the rest of your team upright through organizational support, your entire support team can quickly fall apart.

Dispatchers must stay attached to their tickets. Just because they pass off a ticket to the technician doesn’t mean their responsibilities go with it. They must stay on top of the ticket to ensure it is taken care of in a timely manner and properly record all the steps of the service process so that any technicians added to the ticket can quickly be brought up to speed.

Ultimately, the completion of any ticket falls on the shoulders of your dispatcher. The dispatcher will not only keep track of the tickets but will also stay on your other team members to fufill their objectives during the support process. As long as the dispatcher is satisfying their responsibilities, your whole staff will be held accountable.

If you need help organizing your support team, our team at Bering McKinley can guide you. Using our decades of experience, we can help you build your team to its full potential and assist in all your IT & organizational challenges.

If you’re ready to get your support, contact us today.