One of the questions I get asked all the time by clients and customers is, “Why can’t my CSR also be the Dispatcher?”
Answer: They can and often do especially if you’re a small company. But if I ask more questions, usually I discover they’re struggling to be really good with one or the other. Maybe even struggling just to be okay.
The reason for this is that being a customer service rep and being able to do dispatching are two totally different skills sets, and the best people to fill each of those roles have different personalities. In fact, every time I’ve separated the CSR and Dispatcher roles, clients always report there is more money and more profit coming in.
Why is that?