Dispatch Improvement - Scorecard

Dispatch Improvement Scorecard

What is the dispatch improvement scorecard?

It is a tool that allows the dispatch center to track the main pillars defined in your quality initiative. The Dispatch improvement Scorecard is a combination of number of calls taken per dispatcher, type of calls taken, average assessment scores before training, average assessment scores after training and other ancillary data.

Why is this important?

The Dispatch Improvement scorecard is important because Seconds Save Lives®. Agencies need to be able to run their centers with sound metrics to maximize citizen satisfaction. The scorecard provides agency transparency to the type of calls, quality scores and trending reports. Being able to track Plan vs. Actual provides a real-time analytics to drive continuous dispatch improvement.

How does it work?

The scorecard aggregates real-time data showing actual results vs. plan. The tools include quality assessment scores, e-learning course completion and comprehension, trending data tied to live dispatch center interactions. For more information, please register for our dispatch improvement research briefing.

Why you MUST focus on Dispatch Improvement

According to Gallup, 29% of employees are engaged, 52% of employees are disengaged and 19% are ACTIVELY DISENGAGED. This means that 19% of your staff are working to hurt your agency and poisoning your team. Dispatcher turnover is a huge expense ranging from $10,000 to $30,000 each occurrence. One major disengagement factor is the lack of a continuous training program. The Ritz-Carlton requires 250 hours of continuous training EACH year for EVERY team member. How much training do you require?

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