A day in the life of a dispatcher
Six in the morning to four in the afternoon with Dee, who runs a board of thirty-two technicians for a plumbing company...
Dee has dispatched for eleven years, the last two on Kiosk. We spent a Tuesday with her.
06:10
Coffee, and the overnight emergencies. Four of them. Kiosk has already suggested slots; she accepts three and moves one, because she knows the customer will not open the door before nine.
07:00
The technicians check in from their vans. Two are late. Their first jobs shift automatically, and the customers have already had the text by the time Dee looks.
09:30
A boiler that was meant to take two hours is going to take five. The technician marks it. Three jobs downstream move to two other technicians, and Dee reads the summary rather than the map.
11:00
The quiet part. She rings the customers who have jobs tomorrow and no confirmed window. Before Kiosk this was the afternoon; now it is an hour.
14:00
Parts. A technician needs a part that is in the depot. The nearest technician to the depot is routed through it, adding nine minutes to their day and saving the first one an hour.
16:00
Tomorrow's board is done. "It used to be the last thing I did at seven," she says. "Now I do it while the kettle boils."
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Sam Okafor
Runs marketing at Kiosk, and dispatched for a lift company before that. Writes the customer stories and the survey.
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Scheduling and dispatch for field-service companies. Product news, customer stories with numbers, and guides for dispatchers.
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