Dispatch Direct Pilot

Dispatch Direct Pilot

Dispatch Direct is a pilot to help reduce the number of jobs assigned to APO and improve the customer experience.

Our service provider recruiting team will use an external Dispatch Direct application to contact licensed and insured service providers and assign them in ServiceBench to take the job. 

  1. When a job reaches our internal Dispatch team and it would normally be assigned to APO, they will assign the job to Dispatch Direct Pilot for the recruiting team.


  2. If the job is assigned to Dispatch Direct Pilot we will not reassign as we are in the process of locating a service provider and the only other option is APO.

  3. Suggested Scripting:
    "Our recruiting team is attempting to locate a service company for your request and will contact you directly as soon as possible."

When the Dispatch Direct SP accepts, the recruiter will create a profile for them in SB and assign them to the job as normal. 

Pay close attention to the Notes on the job for Dispatch Direct information as an identifier the SP assigned is an out-of-network SP.

BPO Dispatch Team

When working your dispatch queue you will use the following guidelines to determine which jobs will be assigned to Dispatch Direct Pilot to go to our recruiting team:
  1. The job has a Standard Severity.
  2. There are no service providers listed in the customer's area, or there is only 1 listed who could not be assigned and APO would be the only option.
  3. As a team you will only assign up to 5 jobs to Dispatch Direct a day OR will stop assigning at 2pm EST.  
  4. Work with your supervisor to confirm job assignment and maintain a tracker.

When you and your supervisor agree a job will go to the Dispatch Direct Pilot you will manually assign the job with the SB ID 1300936627.
Contact the customer and advise we are working to assign a service provider.

Suggested Scripting:
"Our recruiting team is attempting to locate a service company for your request and will contact you directly as soon as possible."

Open the Zoho Case, under the Conversations Tab, click Apply Macro, click Dispatch Direct Task. This will create a Task for the Recruiter and send them an email alert. 

If the recruiter is unable to assign an SP through Dispatch Direct, they will assign to APO and update the Task to a Waiting on Someone Else status and the Dispatch Action Taken of APO - Customer Not Contacted.

These tasks will be in Zoho under Activities, Tasks on the left, the DD for Disp Open task view, and your supervisor will let you know when a customer needs to be contacted with APO instructions.   

Once you contact the customer, you will update the task to Complete by clicking the Complete Task icon. 



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