What qualities make the best dispatchers?
It is a critical question because that person on the phone is representing your company.
At COPS, we believe…
To achieve excellence in service you must know how to identify, recruit, train, and hold onto people who demonstrate professionalism, empathy, a respect for confidentiality, a calm demeanor, and a positive attitude. The best dispatchers also possess a strong sense of duty and a desire to help others in their moment of need.
Many applicants can get through an interview, learn the basics in training, and have acceptable test scores. But the true test of a dispatcher is how they perform in stressful situations: do they exude confidence, take control of a potential emergency situation, and give the customer peace-of-mind — all while maintaining a friendly yet professional demeanor?
Experience Backed By Science
More than 40 years of hiring and training dispatchers has taught us that selecting the right candidate for a COPS alarm dispatcher position requires more than carefully selected interview questions and good intuition. In fact, identifying the right person for a particular job is based on science – Industrial-Organizational Psychology (also called I/O Psychology), to be more specific. The American Psychological Association explains I/O Psychology as “the scientific study of human behavior in organizations and the work place and addresses issues of recruitment, selection and placement, training and development, performance measurement, workplace motivation and reward systems, quality of work life, structure of work and human factors.”
Essentially, I/O Psychology is the science of matching the right people with the right jobs.
What does this mean to you?
All COPS dispatchers are recruited, screened, and trained, using proprietary methods developed with the assistance of an Industrial Psychologist.
People who are a “good fit” tend to be more motivated, more productive, and care more about their performance – which is exactly what you want from dispatchers safeguarding your customers and representing your company.
Only after determining that a candidate is the “right fit” to thrive in the role as an alarm dispatcher, will we make the investment in their training to properly serve you and your customers. Those selected begin our proprietary Gradation program.
We believe our Gradation program is the most rigorous and most comprehensive dispatcher training and motivational program in the industry. Gradation begins with 120 hours of classroom training, followed by many hours of one-on-one training with an experienced dispatcher in real-world situations, and coupled with frequent evaluations and ongoing motivational initiatives.
The basic premise of our Gradation is “up or out.” Dispatchers are evaluated on a monthly or quarterly basis (depending on the level of Gradation) to ensure that only those who are capable of continually advancing to become experts in their field are permitted to serve your customers on an ongoing basis.
Gradation is a demanding program, but it comes with ongoing rewards. Dispatchers who demonstrate high-quality performance and sustained growth over time with the company will maintain their positions and earn some extraordinary benefits with COPS. Again — happy, competent employees make for satisfied customers.
Our people make the difference.
Our people really do make the difference. Discover for yourself how COPS Monitoring Dispatchers can make a difference safeguarding your customers, and upholding your hard-earned reputation.