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 .