Agero Best Practices - Dispatching

Dispatchers have one of the most important positions in any roadside assistance operation. They have great impact on the efficiency of your business and the level of customer service. Your business is only as strong as the talents of your dispatchers.

Here are some best practices for dispatchers and owners:

• Use a digital dispatch system like RoadsideConnect.
• Give more aggressive ETA's during non peak times.
• Avoid blanket ETA's and focus on more accurate ETA's instead.
• For larger truck fleets, utilize a GPS tracking system.
• Don’t wait for the fax to send your driver.
• Switch to email dispatch to receive po information more quickly: Email PO Sign-Up
• Use the active dispatch function on Agerosupport.com to get PO info before the fax arrives: Active Dispatch Blog
• Treat every customer as if they were a member of your family.
• Treat the position more like an operations manager than a call taker.
• Train your dispatchers to know their drivers’ strengths and weaknesses.
• Have your dispatcher do a few ride-alongs if they them self don’t normally tow.
• Have fun and smile.
• Your customers are generally calling while in a tough situation. Your positive attitude can be infectious.
• Customers can hear your smile.