Agero Best Practices - Winter Weather and ETAs

Winter may not officially start until December 21^st, but the winter weather has definitely arrived for many.  Snow, ice, and bitter cold temperatures are affecting numerous parts of the country, and with severe weather come spikes in road service volume.  In recent days, Agero has seen some of its highest dispatch volume in history, and many of you have been flooded with calls, as more customers are in need of assistance.  The dispatches can come fast, making it very easy to get backed up, and be well over the typical ETA we accept.  If you find yourself in a position of wanting to accept our calls but we are not accepting your longer ETAs, we may have a solution to assist you.

Our call centers and Performance Managers are constantly monitoring weather across the country.  If a certain area of the country is experiencing severe weather, and service providers in that area are running longer ETAs, we currently have measures in place to work with them on the longer ETAs to accept the call and service our customers.  If you are experiencing weather-related longer ETAs and it’s affecting your call acceptance for Agero, feel free to reach out to the Performance Manager in your area to keep them up to date (during the hours of 9-5 EST Monday-Friday).  You can find the current network map with your Performance Managers by clicking here.  Outside of business hours, feel free to update the dispatchers and supervisors in our call centers if you are running longer than normal ETAs due to severe weather.

This is not a perfect process, and we are always looking for ways to improve it.   We want you to be able to accept our calls, and want the lowest ETAs and best service for our customers.  We do want to thank you for continuing to service our customers through these high volume times, and it is very much appreciated.