#98- Milestones to $5M: Separating Dispatch and CSR Roles in Your Home Service Business

Owned and Operated - A Plumbing, Electrical, and HVAC Growth Podcast

In this episode, John and Jack talk about when and how to separate Dispatch and Call Center Representative roles for your home service business. It's a pretty pivotal moment for home service businesses that seems to happen around two and a half to three million of revenue, where these two fundamental positions become two different positions. They discuss what qualities to look for when hiring people for these roles. John also provides his perspective, describing CSRs as "bucket fillers" and dispatchers as the "organizers of the bucket."
Episode Hosts:

• John Wilson: @WilsonCompanies
• Jack Carr: @thehvacjack

Special thanks to our sponsor: Service Scalers: Looking to scale your home service business? Service Scalers is a digital marketing agency that drives success in PPC and LSA. Discover more growth strategies by visiting Service Scalers.
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Kapitler

1. The Significance of Outbound Marketing (00:00:00)

2. Door Hanger Advertising Effectiveness (00:02:00)

3. Splitting CSR from Dispatch (00:02:58)

4. Workflow of a CSR (00:04:53)

5. Moving Away from Time Slots (00:07:20)

6. Roles of a Dispatcher (00:09:14)

7. Essential Traits to Look for When Hiring (00:15:54)