How to coach dispatchers without listening to every call.
Your dispatchers decide how many leads become jobs. Coaching them usually means random call reviews nobody has time for. There is a better way to find the calls that matter.
6 min readServiceRoot
The problem with random reviews
Listening to a handful of calls a week tells you how those calls went. It does not tell you where the booking rate is actually being lost, and it does not scale past a small team.
Look for missed opportunities, not bad calls
The calls worth reviewing are the ones that should have booked and didn’t: a qualified customer who hung up without an appointment, a price question that ended the conversation, an estimate that was never offered.
Coach the pattern
When the same moment costs jobs across several calls, that is the coaching topic. Give each dispatcher the specific calls where it happened and what a booking version of that conversation sounds like.