Agero New Year’s Resolution - Improving Call Acceptance

With the New Year upon us everyone is looking for ways to improve their business. In today’s post, we’ll explore ways for Service Providers to improve call acceptance.

Capturing the dispatch is the critical first step towards generating revenue for you company and ultimately growing your business. Improving your call acceptance starts with effective and efficient dispatching - which is often overlooked. Below are a few best practices on how to improve your call acceptance this year:

Instant Dispatch: We can all remember a Monday morning when all the phone lines are busy and you end up missing a call. Instant Dispatch, either through Cross Country, Beacon, or Topps, is a great method to reduce phone related missed call issues. Utilizing Instant Dispatch will relieve unnecessary stress created by jammed up phone lines and unreliable cell phone reception. Access your free Instant Dispatch download under the “Benefits” section at www.Argosi.net.

Review Performance, Identify Trends, and Isolate Opportunities: A quick and easy method to check your call acceptance is to review your scoreboard on our performance tracking web portal at www.Argosi.net. If you notice your call acceptance was lower on a particular day, you can pinpoint the exact time, zip code, and refusal reason. This is helpful information to review with and coach your dispatcher(s) on any lost opportunities.

Giving the Proper ETA: Cross Country may reject your ETA because it is too high - resulting in your company “missing” the call. In general, whenever possible, you want to shoot for ETAs of 45 minute or less for towing calls and 30 minutes or less for road service calls. Geography, weather, traffic, etc may make these ETAs unrealistic in some instances. Talk with your Performance Manager to determine the best ETAs and expectations in your area.

Good luck in the New Year!