Despite the fact that there are already electronic informants and speech synthesizers that allow you to automate communication with customers and clients, the profession of a dispatcher is still in demand. The telephone dispatcher is a responsible and important position in many enterprises related to passenger and cargo transportation.
What are dispatchers for?
The dispatcher who answers the customers' phone calls, takes their orders and advises them is an important link and intermediary between customers and service providers. How he works depends on how high-quality the service will be and whether the client will turn to this company again.
Most companies operating in the field of passenger and cargo transportation use special software or elementary databases that are maintained using spreadsheets in the work of the dispatch service. The dispatcher, whose duties also include advising clients on tariff plans, etc., accepting an order, enters it into the database, forming an electronic application and thereby connecting the driver alert system. The one who undertakes the execution of the order is also entered into the database. The dispatcher is obliged to monitor the status of the order, keeping in touch with both the customer and the driver, he must be ready to react to force majeure circumstances at any moment and promptly make a decision to replace the driver or refuse the order.
The responsibilities of a freight dispatcher are much broader. He needs to search for orders and downloads in the controlled territory, including international ones. To this end, he has to browse a large amount of information on the Internet and make numerous phone calls. To prevent the company's cars from moving empty on intercity transportation, it is necessary to find an order, negotiate with the customer, and until the cargo is delivered to the destination, constantly be in touch with the driver and customer, exercising operational control.
Dispatcher requirements
There are no special requirements for the level of education in this profession, but any dispatcher will need a good knowledge of the basics of computer literacy, as well as some personal qualities, without which there is simply nothing to do in this profession. These character traits include good learning ability, attentiveness and scrupulousness, responsibility and resistance to stress. In addition, the work of a dispatcher who constantly communicates with people will require competent speech and good diction, the ability to briefly and logically present information. High efficiency and an active life position, as well as the ability to control oneself and always remain polite and benevolent, being able at the same time to stop unnecessary conversations and disputes, will not hurt.
