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Dispatchers don’t have the easiest job in the world. 

They have to keep their eyes on many different moving parts. Then, they have to puzzle all the variables together in a way that maximizes profitability and keeps clients happy. 

It’s a lot, but technology has a way of simplifying the complex. Field services software can take the guesswork out of the dispatch process. 

It can make your dispatchers’ jobs more enjoyable. It can help your business run smoother. And it can improve the customer experience. It’s wins all around. 

But all these benefits hinge on one very important thing—your software dispatcher needs to be well-trained. This guide covers what you need to do. 

We’ll look at how a skilled software dispatcher drives business success. Then, we’ll explore the impact of software on scheduling and dispatching. 

We’ll map out exactly how to build a high-impact training program for your software dispatchers. Then, we’ll cover some scheduling and routing best practices. 

Communication is the heart of effective dispatching, so we’ll touch on that, too. We’ll also discuss real-time problem-solving and how to cultivate continuous learning. 

To wrap up, we’ll give you some quick and easy next steps you can take today. 

Strategy is one thing. But business success depends on your employees. They drive results, and your goals are in their hands. So, get the most out of your software dispatchers! 

FROM ONE OF OUR PARTNERS: Best Free Field Service Management 

The Importance of a Skilled Dispatcher in Field Service Businesses 

A dispatcher schedules and coordinates field service technicians. They manage the process from start to finish. Among many other important duties, they: 

  • Manage service calls 
  • Make sure clients get fast responses 
  • Equip technicians with the information they need to deliver customer service excellence 

They are the bridge between your office and your technicians in the field. Preserving this link keeps your operations running smoothly. 

Even if you have the market’s most powerful software, you need a skilled dispatcher to reap the rewards. Why? Because they lock in these business outcomes: 

  • They optimize your resource allocation. They organize jobs to cut down on travel time and increase the volume of clients your techs can get to in a day. 
  • They speed up response times. They look at priority and urgency before assigning jobs. 
  • They contribute to a five-star customer experience. They make sure the right tech arrives at the right time. They know what the client needs. They can provide a personalized service, which can be a key differentiator
  • They squeeze maximum value from your techs. They look at your team’s availability and skills. No one is overbooked or underworked. Those with specialized skills are sent to jobs where their capabilities are utilized. 

How Field Service Software Impacts Scheduling and Dispatching 

Field service software streamlines the process of managing technicians and service calls. It helps dispatchers schedule jobs quickly, assign the right technician, and track progress in real time. 

This is a big advantage. Today’s customers expect speedy service. According to Forbes

“Customers don’t want to wait. Specifically, they don’t want you to waste their time. If you do make them wait, you risk losing them. Making your customers wait sends the message that you don’t respect them or their time.” 

Software like Service Fusion also becomes a single source of truth. It centralizes information. This cuts down on errors, which can frustrate clients and push them away. 

It also enables dispatchers to respond fast to changes in the field. When the unexpected happens, they can make data-backed decisions that deescalate the situation. 

Sound good? Great! But not all field service software is created equal. Make sure yours offers these five functionalities: 

  1. Real-time scheduling: Assign jobs instantly to avoid double bookings and delays. 
  2. Automated job assignments: Match technicians to jobs based on location, skills, and availability to minimize travel time. 
  3. GPS tracking: Tracks technicians in real time for smarter scheduling and the ability to give customers accurate ETAs. 
  4. Job status updates: Update job statuses (in progress, completed, etc.) in real time. 
  5. Customer notifications: Automatically let customers know when a technician is on the way and when they’ll arrive. 

          RELATED ARTICLE: Can Dispatch Software Replace a Service Dispatcher? 
           

          Creating a Comprehensive Training Program for Software Dispatchers 

          Powerful software can revolutionize how you do business. That is if your team knows how to use it. 

          If they don’t, you won’t get the most out of your investment. Training that actually works is a must.   

          Here’s how to go about it step-by-step: 

          Step 1: Start with Onboarding 

          Begin with a bird’s-eye-view introduction to the software. Walk new dispatchers through the basic features—scheduling, technician assignment, customer communication, and more. 

          Make sure they understand the core functions. They should see how the software fits into your daily operations. 

          If they don’t, go over the material again before moving on. 

          Step 2: Make Time for Hands-On Training 

          Set up real-world scenarios to let dispatchers practice using the software. Create sample service calls and demonstrate how to track technicians and update job statuses. 

          This gives them practical, hands-on experience—all without the pressure of handling real-world jobs. 

          Step 3: Use Tutorials and Guides 

          Share written and video tutorials. Dispatchers will need to refresh their knowledge on their learning journey.  

          Keep these materials accessible so they can revisit them as needed. You might consider storing them on the cloud so your team can re-read them anywhere, anytime. 

          Step 4: Set Up Shadowing 

          Pair new dispatchers with experienced staff members. 

          This allows them to observe how a seasoned dispatcher uses the software. They can learn from examples. 

          Step 5: Schedule Regular Software Refreshers 

          All software is updated periodically. New features are introduced. These innovations open exciting doors to business improvements. 

          Make sure your team knows how to use them with regular training sessions. Review new features so your dispatchers are always up to speed. 

          FROM ONE OF OUR PARTNERS: The Best Dispatch Software for Home Services Companies 
           

          Training on Scheduling and Routing Best Practices 

          The goal of scheduling and routing is simple. You want to: 

          • Reduce the time technicians spend traveling 
          • Increase the time they spend serving customers (alternatively, boost the quality of the service) 

          The results? 

          • Lower fuel costs 
          • Improved technician productivity 
          • Happier customers 
          • Stronger business performance 
          • Long-term, sustainable growth and success 

          Make these outcomes a reality by following these training best practices: 

          Cover Availability and Job Priority 

          The first thing you’ll want to do is explain the basics of technician availability and job priority. 

          Technician availability refers to whether or not a technician is free to take a new job. Your dispatchers need to know each technician’s: 

          • Schedule 
          • Workload 
          • Whether they’re en route to another location 
          • Any specialized skills they have 

          Software dispatchers need to track this data live. Then, they need to use it to make sure they don’t overbook or assign jobs to technicians who are too far away or already busy. 

          Next up is job priority. 

          This is about making an informed decision about which jobs need to be done first. For example, emergency repairs are more important than routine maintenance. 

          It also takes into account the value of the client. For example, if you have a client who spends a lot of money with your business, you might prioritize their needs first. 

          Explain Skills, Location, and Urgency 

          The technician’s skills and location and the job’s urgency are also top considerations. 

          • Technicians may have specific expertise in certain types of jobs. Dispatchers need to match the job requirements to the technician’s skills. 
          • Dispatchers should always assign jobs based on proximity. They should assign the closest qualified technician to the job. This minimizes travel time and fuel costs. 
          • For urgent jobs, dispatchers should choose the technician who can arrive the quickest. For less urgent jobs, they can assign technicians based on their specific skills or who will be available next. 

          How Field Service Software Helps 

          Software features help dispatchers make smarter decisions. 

          • Route optimization automatically calculates the most efficient route. 
          • Live technician tracking allows dispatchers to monitor where technicians are. 
          • Automated job assignments fill jobs based on technician proximity and availability. 
          • Calendar view gives dispatchers an overview of all scheduled jobs. They can see gaps or overlaps and plan ahead. 

          Communicating with Technicians and Customers 

          Dispatchers need to keep technicians and customers informed. That way, they can avoid delays and misunderstandings. 

          Here are five best practices: 

          • Give updates in real time. Your dispatchers can use software to do this.  
          • Automate notifications. Customers want to know when a technician is on the way, but manually sending messages takes time. Automatic alerts make clear and consistent communication effortless. 
          • Centralize communication channels. Give dispatchers a single platform where they can contact technicians and customers. This makes sure no message slips through the cracks. 
          • Make job details clear. Dispatchers and techs have a lot of information at their fingertips, so clarity matters. Give them access to job locations, customer histories, and any specific instructions. 
          • Check-in daily with technicians. This helps resolve any issues before they impact clients. 

          Software can help your dispatchers achieve all of the above. Real-time job updates and automated customer notifications, for example, reduce manual workload. 

          RELATED ARTICLE: Dispatch with Ease with Field Service Management Software 

          Problem-Solving in Real Time for Software Dispatchers 

          Life happens. The unexpected occurs. It could be a last-minute cancellation or heavy traffic. Or maybe it’s an emergency request that just can’t wait. 

          Whatever the issues at hand, a good dispatcher needs to be ready for anything. This is what separates a good customer experience from a bad one. 

          Your software dispatchers need to be trained on how to respond to challenges—without turning a well-organized schedule into a chaotic mess. 

          Software is the answer. Here’s how it can help with creative and meaningful problem-solving: 

          • With tools like Service Fusion, dispatchers can easily edit or reschedule jobs. They can reassign jobs if needed, too. So, if a technician is running late, they can reassign another technician or push the job to a later time. 
          • As soon as there’s a delay, the software can send an automated message to the customer. This keeps them informed so they don’t become too annoyed or angry. 
          • If an urgent job comes in, dispatchers can find the nearest technician. They can use real-time GPS tracking within the software to assign someone ready and able to take on the challenge. 

          Ongoing Support and Continuous Learning 

          It’s not enough to train dispatchers once and hope for the best. They need continuous support and access to learning resources. 

          Here are a few ways you can help: 

          • Make time for periodic training sessions. Go over software updates, new features, or advanced functionalities. Keep dispatchers updated. This gives you peace of mind that they’re always using the tools to its full potential. 
          • Provide easy online access to guides and video tutorials. Dispatchers can then review features in their own time. They can also find answers quickly if they run into issues. 
          • Software like Service Fusion offers built-in help features. This includes live chat and guides. Dispatchers can turn to these resources within the software itself. This protects your team’s productivity against context switching
          • Service Fusion and other solutions give you ongoing human-to-human customer support. Your dispatchers can reach out for guidance whenever they run into a technical issue. They can secure helpful answers fast and get back to business sooner. 
          • Set up regular check-ins to collect feedback from your dispatchers. Ask them what challenges they face. Listen to which features they find most helpful. Learn where they might need more training or support. Use this insight to make changes to your training approach. 
          • Don’t forget the big picture. Keep your software dispatchers updated with broader industry trends. Give them access to things like webinars and workshops. Send them articles on best practices in field service management. This can position your business as an industry leader. 

          Next Steps for Effective Software Dispatchers 

          It’s time to reach your growth ambitions. Your software dispatchers will help get you there. 

          Take the next steps today to foster a culture of high performance. Here’s how: 

          • Cater to different learning preferences. Some team members prefer hands-on training. Others like video. And some want written guides they can refer to time and time again. Make sure you offer learning opportunities that align with these different needs. 
          • Make easy access a priority. After initial training sessions, make sure dispatchers have quick access to learning materials. Use a shared, cloud-based storage system. 
          • Focus on creative problem-solving. Once they have the basics under control, dispatching with software is a walk in the park—so long as everything runs smoothly. Problem is that’s rarely the case. So, focus your training on real-time problem-solving. Encourage creative solutions and initiative. 
          • Set up a feedback mechanism. Your dispatchers should be able to share their thoughts or concerns. This feedback should form the basis for continuous process improvement. 

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