What Do We Dispatch?
Steve called us for when he walked out for work one morning and his car was dead.
What is a jumpstart?
A member has a flat tire, and they are in a parking garage.
What is, which tire is flat.
If the member's phone is dying.
What is, yes, we do notate if the phone is dying and an alternate number.
OOP
What is Out of Pocket
This is where the Information Highway is.
Felicia has a tire that ran flat while she was at the grocery store. She has a spare tire.
What is a tire change?
Caller is sitting outside their car with their three kids and their dog and the car is running
What is, high priority
The member is requesting a service that is above their program limits.
What is, you must inform the member that they have an out of pocket
GVWR
Gross Vehicle Weight Rating
The Provider information is on this side of the screen.
What is the right?
Kenneth called in with his vehicle on the side of the road and it is not starting. His car turns over, but the fuel gauge is on E.
What is a Fuel Delivery?
The caller is needing a tow and they are not sure of the drive train ,we ask.
What is, 2-wheel 4-wheel or all-wheel drive?
When we call and verify that nothing is owed at the impound lot where the vehicle currently is.
What is, yes, we need to notate that we verified this information.
OOA
The location of the member information on the screen.
What is the left side of the screen?
Judy has a flat tire, but doesn't have a spare.
What is a tow?
Skates, dollies.
What is, special equipment?
If the member is cancelling the service and requesting a refund.
What is,t he agent needs to make sure they change the status to cancelled do not leave in progress or completed and leave detailed notations
NSP
What is Negotiated Service Provider?
The location of where the case building and probing questions on the screen.
Where is the middle?
Jackie called in stating that he locked the car and lost the keys to it. We already tried to send a provider for a keymake, and couldn't find someone with the proper tools.
What is a Tow?
Caller states that the vehicle is on the side of the highway, but they are no longer with the vehicle and need a tow.
What is, read the unattended scripting?
What is, yes? We need to have the business name, equipment address, phone number, their rate and their eta in the notes so that a manager can add them for you.
PO
The most important habit in PO building that will cover your tail, help other agents, and make reviewing cases easy.
What is taking notes?