Cutting missed calls between dispatch and drivers

Every transport office knows the pattern: a driver calls dispatch, the line is busy, the driver tries a personal number, and by the time someone answers the problem has grown. Most missed calls come from a handful of causes, and most of them can be fixed without new hardware.

1. Callers cannot see who is free

When a driver does not know which dispatcher is free, they dial whoever they know and hope. Live presence changes that. In GT Connect, every dispatcher shows as Available, On a call, Away or Do Not Disturb, so drivers can pick someone who can actually answer.

2. One number, one person

If all drivers call one dispatcher, that person becomes a bottleneck. Split drivers by route or region and tell each driver who their first and second contact is. Ring groups and call queues, which share calls across a team automatically, are on the GT Connect roadmap.

3. Status is never updated

Presence only helps if it is accurate. Make status part of the routine: Away at lunch, Do Not Disturb during the daily planning hour, Available otherwise.

4. Nobody calls back

A missed call is only a problem if it stays missed. Ask dispatchers to check call history every hour and call back with one tap. When dashboards arrive, managers will be able to see missed calls by dispatcher; until then, a quick end-of-day review works.

5. The app is closed

Browser apps cannot ring when they are closed. Until native apps with background ringing launch, ask drivers to keep GT Connect open on shift and installed on their home screen.

The short version

• Make presence visible and keep it accurate.
• Spread drivers across dispatchers.
• Call back from history every hour.
• Keep the app open during shifts.