A Day in the Life of an Evening Main Dispatcher
Answer Midwest serves our clients across a variety of industries 24/7 — all thanks to our amazing team members who show up for our clients, and therefore their customers, day after day, evening after evening.
In a high-stress environment, main dispatchers must effectively multitask to meet the needs of everyone who calls while simultaneously managing a team. Patience and communication are also vital for maintaining smooth operations.
Rachelle, one of our Main Dispatchers, gives us a glimpse into her evening shift with Answer Midwest. Rachelle’s role involves overseeing operators, supervising the team’s work, managing dispatching duties, and ensuring calls are adequately covered while also confirming the team is taking their breaks. Rachelle is also available for any assistance that the team might need. She’s always ready to help!
Keep reading to learn more about a day (or evening) in the life of an Answer Midwest main dispatcher.
Pre-Shift Preparation
Answer Midwest’s flexible schedule provides Rachelle with a desirable balance between her work and home life. She is a full-time Main Dispatcher, working remotely during 8-hour evening shifts, four days a week. The flexibility of the evening shift allows her to spend valuable time with her son during the day.
In the afternoon, Rachelle begins preparing for a successful shift by setting up her dual monitor and opening up multiple work systems. The Answer Midwest team uses platforms such as Google Sheets, Gmail, Google Drive, and other necessary applications. Our phone-routing system, Spectrum, works through headsets, so the team doesn’t need a phone. By 4 p.m., Rachelle is ready to start her evening shift.
Handling Communication
Our software plays a crucial role in streamlining communication. The software’s role is vital in that it provides the basis for ensuring the team stays on the same page while gathering meticulous information and documenting every keystroke to make sure messages are captured and delivered accurately.
Real-Time Problem Solving
As an answering service, you’ll inevitably encounter challenges at one point or another. Whether it’s dealing with an unhappy caller or any other obstacle that comes our way, the Answer Midwest team steps up to the plate to solve the problem. Our team answers each call or query with a fast response time, courteousness and understanding, and a high level of knowledge about the client’s business.
“Each call requires on-the-spot problem solving,” Rachelle says. “It’s important for our team to listen to the caller and think on our feet to provide a kind, listening ear and a solution that satisfies their issue.”
Coordination and Scheduling
Communication with our clients is important, but equally important is our internal communication so everyone is informed about client changes, call coverage, and team breaks. Rachelle helps keep the team organized, responding to client emails and making sure client messages are sent out through the system according to the client’s instructions. Rachelle also enjoys training operators and assistant dispatchers, in addition to managing schedules throughout the evening.
Break Time
Answer Midwest’s dispatchers typically work an 8-hour shift, with two 10-minute breaks and a 30-minute lunch. Rachelle helps keep track of the team’s breaks so someone is always available to answer our clients’ customers when they reach out. After breaks, it’s back to serving our clients and their callers.
“Last Call”
Rachelle wraps up her day, typically around midnight. She completes client emails, updates on-call schedules, makes sure any issues have been resolved, and keeps management informed of any important developments. Rachelle also ensures smooth communication by documenting any updates that occurred during her shift so the next shift team has clear guidance on what to expect and how to move forward.
Work With Answer Midwest
If you want to find your next favorite job (like Rachelle), apply today to work with us. Midwest is a fun place to work, where the balance between work and home life is valued, and our team members can grow in their personal and professional lives. From supporting mental health in the workplace to helping team members achieve financial freedom, Answer Midwest is here to support YOU while you support our clients.
