Misc
A driver calls in and needs a gate code, what screen would you look for a gate code?
What is screen 4
What is IWOP?
What is
Issue
What you attempted
Outcome
Plan
A driver calls in and can't finish a ticket that has already been started because they are out of DOT, what action does dispatch tell the driver take?
What is:
change ticket to a Void and Reissue ticket
What screen do you enter your IWOP notes?
What is screen 3
Can I close out an HOC without calling the customer on an HOC?
What is: No, all customers need to be made aware of all service interruptions.
what steps do we take if a driver calls and can't finish a stop that has not been started?
What is:
Advise driver to not complete their current ticket until we can pull the ticket off of their route. hit the back button and once the arrow turn green pull it to unassigned.
What specific information do you need to give to a customer if you speak with them about an HOC?
What is:
When speaking with the customer give them your name, calling from WM and you are on a recorded line. What was the issue that kept us from servicing, location of can and that driver can wait 5 or 15 min depending on LOB.
What are the steps if a driver calls in and can't service because the container is blocked?
What is:
Ask what is blocking, get as much info as possible to relay to customer (i.e. building number, location of can) call customer while driver is on site to see if they can move the blockage.
what are the steps to properly close a chargeable trip ticket?
what is: call customer to advise of the reason for the trip, notate screen 3, open trip in OCS and notate the trip and close as serviced/non serviced.
what specific info do we leave on a Voicemail to a customer if the driver can't service?
when leaving a Voicemail Calling from WM, the address you are calling about, the issue that kept us from servicing, location of can and to reach out to WM.com.
What are the steps to close out an HOC?
what is:
Open the account in Mas go to screen 15, use 3 on the HOC ticket and choose the correct reason code to close.
We have a Void and Reissue trip ticket what steps does dispatch take?
What is: Make sure screen 3 is notated, recreate a ticket, advise the router and void the trip ticket.
If driver declines work, what steps should we take?
CM/RS
R/O
What is:
CM/RS: assign to a different driver if possible
R/O: pull back on route, advise router and pull to unassigned tickets.
All LOB:
1.During what times can we call customers for HOC's?
2. If a driver calls outside of those times what is our process?
What is: 7 A.M. to 5 P.M.
2. what is notate screen 3 and leave HOC open until after 7 A.M.
If a driver acts too quickly and closes their current ticket prior to use removing the next ticket from their route and it auto starts, what steps should the driver and dispatch take?
what is:
Driver tag as a void and reissue ticket
Dispatch key a new ticket, advise the router and void out the trip ticket.