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INTRODUCTION:
INTRODUCTION:
In this course, we will be going over the dispatch and outbound skill levels. While they are separate call types, they are linked in the sense that only dispatchers will be handling the outbound calls. There are also skills needed in outbound that are learned first in dispatch.
That being said, we will go over dispatch first and then move into the various outbound accounts that we have.
DISPATCH OVERVIEW:
DISPATCH OVERVIEW:
What is Dispatch?
Dispatch is sending off a message to a client via email, SMS, secure message, or phone call.
Messages can be either Auto-Dispatch, Forced Dispatch, or Active Dispatch.
Auto-Dispatch will automatically send the message to the client with no need for a dispatcher.
Forced Dispatch will have the agent who takes the call attempt to dispatch the call to the client (Typically Urgent)
Active Dispatch will be cued to a dispatcher to handle dispatch procedures. Forced dispatch will also cue this way if the agent is unable to reach the client.
LEARNING OBJECTIVES -
LEARNING OBJECTIVES -
Dispatching Messages to Clients:
Objective 1: You will accurately dispatch messages to clients, ensuring all necessary details are included, and the message is delivered through the appropriate channels.
Objective 2: You will demonstrate the ability to prioritize messages based on urgency and client preferences, ensuring timely communication.
Objective 3: You will effectively track and confirm the receipt of dispatched messages, following up as needed to ensure that the message was received and understood.
Reviewing Messages for Mistakes:
Objective 1: You will thoroughly review messages before dispatching, identifying, and correcting common errors such as typos, incorrect information, or formatting issues.
Objective 2: You will demonstrate the ability to proofread messages quickly and accurately, ensuring that all communications are professional and error-free.
Objective 3: You will apply company guidelines and best practices for message review, ensuring that all outgoing communications align with brand standards and client expectations. You will also submit mistakes for proactive coaching sessions to be completed with the Agent.
OUTBOUND OVERVIEW:
OUTBOUND OVERVIEW:
What is Outbound?
Outbound is a subsection of the dispatcher's responsibility that requires specialized training. Outbound operators will be dialing out to callers instead of taking inbound calls. Typically this comes in the form of leads that will appear as pending dispatch messages in check-in mode. These leads will have either been gathered by the client or by our agents.
There are a few special outbound procedures that we will go over in the more in-depth outbound overview of that lesson.
LEARNING OBJECTIVES -
LEARNING OBJECTIVES -
Making Ooutbound Calls to Clients and Customers:
Objective 1: You will confidently make outbound calls to clients and customers, clearly communicating the purpose of the call and providing accurate information.
Objective 2: You will handle various call scenarios, including cold calls, follow-ups, and problem resolution, adapting their approach to meet the specific needs of each interaction.
Objective 3: You will demonstrate effective call management techniques, including maintaining a professional tone, addressing client or customer concerns, and documenting call outcomes on the client's account.
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