Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast #98- Milestones to $5M: Separating Dispatch and CSR Roles in Your Home Service Business
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Feb 22, 2024 The conversation dives into the pivotal moment for home service businesses when separating Dispatch and Call Center roles is essential. As companies grow beyond $2.5 million in revenue, the need for specialized positions emerges. The hosts share insights on hiring the right qualities for each role, emphasizing Customer Service Representatives as "bucket fillers" and dispatchers as the "organizers of the bucket." Effective communication and collaboration between these roles are highlighted as crucial for optimizing operations and boosting efficiency.
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Outbound Calling Success
- John and Jack discuss how focusing on outbound calling and controlling their schedule helped their businesses during a slow week.
- They were able to fill their schedules and generate business despite challenges.
Splitting CSR and Dispatcher Roles
- Split the Customer Service Representative (CSR) and dispatcher roles around $2.5-$3 million in revenue.
- This separation allows for specialized focus on filling the schedule (CSR) and optimizing job assignments (dispatcher).
CSR and Dispatcher Analogy
- Think of the CSR as the "bucket filler" and the dispatcher as the "organizer of the bucket".
- The CSR secures bookings, while the dispatcher strategically assigns technicians based on skill and efficiency.