To learn more about what a reassign is and how it impacts your performance metrics, please review this help article.
While reassigns cannot be avoided in all scenarios, we strongly recommend the following:
- Be in communication with us and the customer as often as possible, particularly if your ETA will soon expire or is exceeded. Understanding you are on your way but need a reasonable amount of additional time to get to the disablement site is helpful.
- Be available. If we are calling you to get an update on your ETA and you are unreachable, we are more likely to consider a reassign.
- Chat with our dispatchers using the blue chat option in Swoop. You can make simple updates to jobs, such as ETA updates, with a quick click of a button. For more complex updates, our agents can help you fast.
- Update your ETA or status through your dispatch platform, such as with the Job Update Button in Swoop.
- If you think you may end up running behind on your jobs, either due to weather, traffic, staffing or otherwise, you can prevent a reassign before it happens by not accepting the job at the time of dispatch.
- Setting and meeting expectations is always best. In the event you need to extend your ETA, ensure that it is accurate and attainable. You risk not only a reassign by our team but also are likely to deliver a poor customer experience by having the customer wait for a significant amount of time.
Minimizing the need to reassign a job and increasing the number of jobs that are completed in one dispatch are essential in ensuring the best customer experience possible - a goal we all share. To that end, we are continually enhancing the Swoop platform to improve the way we measure and select the best performing providers for our customers' experience. With that in mind, we are working to build your number of jobs completed and reassign performance in your Swoop score later this year. Working to understand and improve your metrics now will be beneficial to you in the very near future.