Dispatcher guide
Dispatching your first tow jobs: a guide for new dispatchers
Last updated
The short answer
To dispatch a tow truck, get the location, the vehicle and the problem from the caller, give them an honest arrival time, pick the right truck, and hand the job off so the driver has everything without a second call. Then watch it until it closes. This guide walks a new dispatcher through each step.
What does a tow dispatcher actually do?
A tow dispatcher turns a stressed phone call into a job a driver can run without asking questions. You collect the facts, choose the truck, set the customer expectation and keep the whole thing moving until the car is dropped.
It sounds simple. The skill is doing it calmly while three other calls are waiting and a driver is asking where he goes next.
What should I ask the caller?
Ask where they are, what the vehicle is, what is wrong, and where it should go. Then make sure the person is safe before anything else.
Ask for a callback number and read it back. Most dispatch mistakes start with a wrong address or a wrong number.
- Are you somewhere safe, away from traffic? Is anyone hurt? If so, tell them to call emergency services first.
- Where exactly are you? A cross street, a mile marker or a landmark, plus a pin if they can share one.
- What is the year, make and model, and is it front, rear or all wheel drive?
- What happened: will not start, flat tire, accident, stuck, locked out?
- Where should the vehicle go, and who is paying?
How do I pick the right truck?
Pick the truck that can do the job safely and get there soonest. A flatbed carries all four wheels off the ground, and a wheel-lift lifts one axle. All wheel drive and four wheel drive vehicles, low cars and anything damaged are usually a flatbed job.
Check who is on shift, who is closest, and who is free. Ask the driver about a job if the vehicle is unusual, like a lifted truck, a motorcycle or a van with a load.
How do I hand off a job so the driver does not have to call?
Hand off the job with everything in one place: the customer, the pickup, the drop-off, the vehicle, the quote and any notes. If you run TowSitePros, assigning a unit on the dispatch board texts the driver their job link with all of that, and the board shows when the driver taps Got it.
If you do not have that, write it down the same way every time. A driver who has to phone back for the address is a minute lost on a job where the customer is counting minutes.
What do I watch after the truck rolls?
After the truck rolls, watch for the driver to confirm, for the arrival time to hold, and for the customer to be told. If the arrival time slips, tell the customer before they have to ask.
A quiet job is usually a good job, and a job with no update for too long deserves a check. Over time you will get a feel for it. At first, use the status taps and the job timeline as your eyes.
Frequently asked questions
How do I give a customer an arrival time?
Give an honest estimate based on where your truck is and current traffic, and add a little room. A slightly long promise that you beat is better than a short one you miss. If it changes, tell the customer at once.
When should I use a flatbed and when a wheel-lift?
Use a flatbed, which carries the car with all four wheels off the ground, for all wheel drive, four wheel drive, low or damaged vehicles. A wheel-lift, which lifts one axle, suits many ordinary front or rear drive cars. When unsure, ask the driver.
What if two calls come in at once?
Take the one with the safety risk first, such as someone on a busy road or in an accident. Then tell the second caller honestly that you will be with them shortly and get their details so you can call back.
Does TowSitePros do motor club dispatch?
No. It does not connect to motor club digital dispatch systems, and it does not do impound or lien processing. It handles jobs from your website, phone, motor clubs you log by hand, fleets, the API or a spreadsheet, all in one place.
What is the biggest mistake new dispatchers make?
Skipping the read back. Repeat the address, the phone number and the vehicle to the caller before you hang up. It takes ten seconds and prevents most wasted trips.
Working for a tow company?
If your company is looking at a way to send jobs without an app, show your owner how TowSitePros works. The job link reaches the driver by text or email, depending on how texting is set up, and there is nothing to install.