Key takeaways
- Many drivers are more comfortable on a call than in an app.
- Load or consignment number, pickup or delivery place, estimated arrival and a contact.
- Breakdowns, delays and refusals need a clear code and a note.
- Call at times drivers can talk safely, and keep calls short.
- Damage, shortage and payment disputes go to a dispatcher or manager.
Drivers speak Telugu, systems speak English
Many drivers are more comfortable on a call than in an app. Confirmation by phone in Telugu is quicker and gets more answers.
What to confirm
Load or consignment number, pickup or delivery place, estimated arrival and a contact. Repeat each back and store them as fields.
ListenHears the caller in their own words
UnderstandWorks out what they want
ReplyAnswers in a natural voice
ActBooks, notes or hands over
Exceptions
Breakdowns, delays and refusals need a clear code and a note. The agent records what the driver says and alerts the dispatcher.
Timing
Call at times drivers can talk safely, and keep calls short. Do not call a driver who may be driving in traffic at a critical moment.
Keep disputes human
Damage, shortage and payment disputes go to a dispatcher or manager.
