On today’s episode, we kick off a four part series on how to successfully launch and run a security dispatch center. We'll talk about when it's the right time to launch a call center rather than having supervisors in the field receiving direct calls.
You can think of receiving calls like the front lines of customer service. As your business grows you'll want to consider hiring employees who are trained and skilled in customer service. Let's jump in and look at how to begin assessing your current need.
If you want to make an informed decision about whether or not you need a security dispatch center, you’ve got to have the right data. That means tracking the number of calls you receive from customers or residents each night, the amount of time supervisors spend on the phone, and how reliably the requests from those calls are passed on to the right person and addressed.
Ensure that your current process is already optimal. If you don’t have a defined process, write one out as soon as possible. Launching a dispatch center can be costly, so sometimes it’s easier to just increase efficiency by tweaking your current process or utilizing new resources. Silvertrac’s security dispatch software system allows residents to report issues online and tracks phone calls to make sure nothing gets lost in the shuffle. This also helps deflect some of the calls being placed by receiving the requests online.
Sometimes, though, the volume of calls will simply become too much, especially for supervisors whose training is not focused on handling customer phone calls.
“One apartment complex, that’s 500 units… times two people, that’s quite a few calls a month,” I tell Johnny.
Having an overworked supervisor trying to handle all these calls could end up with miscommunication on the phone, mistakes made in dispatching officers, and overall just an unprofessional image projected to the customer.