Dispatcher Orientation Checklist
Prepare Step: What do you, as the manager, need to do before the employee’s first day?
Done?
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Date Completed:
Action Item:
Communicate Internally (announce the person, their background, start
date, orientation expectations, etc…)
Coordinate office space and furniture
Purchase and set-up computer
Create company email account
Set-up personal directory and network access
Purchase cell phone (if applicable)
Order office phone line (or extension)
Update phone system (directories, roll-overs, etc…)
Print business cards
Update security company
Make name badge and/or security badge
Make set of keys
Communicate to key vendors or contacts
W4 deductions / set up direct deposit
Sign I-9 and provide appropriate documentation
Set up payroll
Confirm drug test results
Sign and file important docs (offer letter, confidentiality agreements, noncompete agreement)
Overview benefits and complete benefits application forms
Prepare Employee Handbook
Instruct DSR of proper time keeping methods and when timesheets are
due for payroll processing.
Assign work schedule.
Other?
Other?
Other?
Other?
©2013 Nexstar Network. All Rights Reserved
Dispatcher Orientation Checklist
Greet Step: What do you, as the manager, need to do to welcome your employee and get them
acclimated to your business during their first week?
Done?
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Date Completed:
Action Item:
Shop tour with quick introductions
Read and acknowledge employee handbook
Review PTO, hours of operation, cell phone policy, etc…
Business overview and guiding principles discussion
Authority and expectations setting (use Nexstar’s Authority and
Expectation tool)
Photo / biography / update website
Office space organization time
ICE (in case of emergency) contact list / phone directories
Organization chart overview
Expense reporting policy (overview and forms)
Tour Nexstar website (schedule tour with Nexstar)
Connect with call recording service, after-hours service
Review telephone best practices / Scripts
Review dispatch procedures
Introduce and have the CSR work through the Nexstar Call Center SelfStudy Guide
Have employee spend half their time shadowing veteran DSR (someone
who would be a great role model)
Introduce employee to the Call Center Excellence web series
Review Up-Front pricing with the employee and them demonstrate their
understanding of it.
Introduce and practice the Cubeside Feedback Form
One on one with service manager
Other?
Other?
Other?
©2013 Nexstar Network. All Rights Reserved
Dispatcher Orientation Checklist
Explore Step: What do you, as the manager, need to do to stay connected and learn more
about your employee during their first month?
Done?
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Date
Completed:
Action Item:
Complete homework sections of the Nexstar Call Center Self Study Guide
Ride-along with technicians. (Do this regularly, not just once)
Establishes weekly one on one schedule with the manager
Explain the 3 day call board in detail. Employee to observe veteran DSR
populate the board
Have the employee spend part of the day observing a veteran CSR in the
call-taking center
Introduction to Nexstar Call Center Excellence Coach
Watch Nexstar’s Customers First Video Series
Have the new DSR on the phone and dispatching: beginning with ½ days,
gradually working up to full days.
Practice outbound calling
Order company apparel
Determine areas of critical need for the first 100 days
Determine new skills or resources needed
Other?
Other?
Other?
Other?
©2013 Nexstar Network. All Rights Reserved
Dispatcher Orientation Checklist
Present Step: What support can you offer to help the employee establish goals and grow in
their first 3 months?
Done?
Date Completed:
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Action Item:
Create job board goals and KPIs
Create 100-day plan
Attend Call Center School
Continue weekly one-on-one meetings, discuss observations, ideas and
insights
Participate in Nexstar webinars, eLearnings, etc…
Establish tracking process and meet regularly for updates
Vendor training as needed
Other?
Other?
Other?
Execute Step: At the 3 month mark, how do you feel about the employee’s assimilation? Fill out
the form below, then meet with your employee to discuss your observations.
What’s Working?
What Could Be Improved?
Plan to Proceed
©2013 Nexstar Network. All Rights Reserved
Dispatcher Orientation Checklist
Wrap-Up Step: At the six month mark, your employee should have transitioned from “new”
into an employee who is working at a “business as usual” level. As a manager, you should be winding
down the onboarding process, but you should still maintain the 100 day plans and your weekly one on
one meetings.
What business as usual looks like for this employee:
Evaluate customer calls and assign the best technician to each service appointment
Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls
Relay accurate information to technicians, ensuing proficient, quality customer experiences
Manage the whereabouts and needs of every technician in the field
Record the results of each service call and create report summaries for senior management
Be professional and establish customer rapport, encouraging repeat business
Respond to customer requests, resolving issues and promoting the brand
Participate in training to boost sales and ensure quick, accurate dispatch of incoming
orders
Update customers throughout the day on the technician’s progress
©2013 Nexstar Network. All Rights Reserved