THIRD-PARTY DISPATCH SERVICES

Reducing technician time on jobs while improving revenue per truck

Dispatch services are a vital component of any field service organization. Tenured training, quality, and a team of technology software experts allow us to quickly construct unique and creative solutions to improve agent and technician efficiencies. Using a holistic approach, eClerx Customer Operations applies standardized processing, smart technology, and experienced SMEs for the rapid resolution of all on-job technician facing challenges resulting in reduced time on jobs and a higher daily completion percent.

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Our Routing Support teams use a combination of robotic process automation and industry-leading workforce management tools. We identify jobs-in-jeopardy and recalibrate each technician’s workload, minimizing the need for future contacts and repeat visits. By continually reviewing current job assignments, our Routing Support teams reduce late and missed appointments and increase technicians’ productivity.

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Product Spotlight: eClerx WorkForce Manager

WorkForce Manager offers a range of solutions designed to provide end-to-end,
life-cycle tracking of work orders, equipment, invoicing, payroll, warehouse
management, and KPIs. Our solution combines robust monitoring and reporting
enhanced by predictive alerts to minimize revenue loss and increase productivity.
This configurable tool is accessible through mobile integration and includes a host
of business and productivity applications.

Learn more

WorkForce Manager offers a range of solutions designed to provide end-to-end, life-cycle tracking of work orders, equipment, invoicing, payroll, warehouse management, and KPIs. Our solution combines robust monitoring and reporting enhanced by predictive alerts to minimize revenue loss and increase productivity. This configurable tool is accessible through mobile integration and includes a host of business and productivity applications.

Third Party Dispatch Service Features

Establishing dispatch perfection

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IVR SKILLS-BASED ROUTING

Leveraging technician inputs, we route the call based on the line of business need to a specific product certified agent. This approach allows for 100% call recordings to occur while improving average handle time, first call resolution, and reduced technician time per job.

LIVE CHAT

Our proprietary technician messaging platform connects your field technicians with our Dispatch Support Agents for direct, real-time assistance while providing you the ability to customize the line of questioning and have access to 100% of your team’s chat interactions.

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DASHBOARD

Feature-rich, fully customizable, intuitive dashboards offer you both historical and near real-time views of your team’s trending performance data and visibility into business-critical metrics so you can respond to challenges before they become a crisis.

NET PROMOTER IMPROVEMENT

A customizable, two-prong survey that leverages chat and traditional calling. Highlights both interactions between dispatch to technician and technician to customer. Approach uncovers critical areas to focus tied directly to technician and agent training as well as employee development.

IVR SKILLS-BASED ROUTING

Leveraging technician inputs, we route the call based on the line of business need to a specific product certified agent. This approach allows for 100% call recordings to occur while improving average handle time, first call resolution, and reduced technician time per job.

LIVE CHAT

Our proprietary technician messaging platform connects your field technicians with our Dispatch Support Agents for direct, real-time assistance while providing you the ability to customize the line of questioning and have access to 100% of your team’s chat interactions.

DASHBOARD

Feature-rich, fully customizable, intuitive dashboards offer you both historical and near real-time views of your team’s trending performance data and visibility into business-critical metrics so you can respond to challenges before they become a crisis.

NET PROMOTER IMPROVEMENT

A customizable, two-prong survey that leverages chat and traditional calling. Highlights both interactions between dispatch to technician and technician to customer. Approach uncovers critical areas to focus tied directly to technician and agent training as well as employee development.

Dispatch Services: Case Study Highlights

Handled 80% of inbound dispatch calls within 30 seconds

Achieved up to 5% improvement in OTA

Improved clients’ completion rates by up to 8%

Reduced same day escalations by 30%

Dispatch Services: Case Study Highlights

Empowering productivity by supporting Dispatch Services