My week started at 08:03 Friday morning. I joined an experienced dispatcher at her station and began to observe. Dispatchers have around 50 loads underway to monitor and keep tabs on. They have around another 50 loads waiting to be dispatched. Many of those 50 have to have a driver on scene at the shipper within 2 hours. Some of the 50 underway have problems. They are late due to weather, breakdown etc. and that all has to be dealt with. They have drivers on their team calling in for various issues that have to be dealt with. They have calls rolling over from various other systems that they have to answer and resolve if possible. If they can’t resolve it they have to get it to someone who can. That’s what they start the day with. More are added as the day goes on.
While all this is going on the CSR’s are in their area across the room booking more loads that will go to the various dispatchers, further increasing the number of things they have to keep track of. The CSR I sat with has 2 computer screens. One is not enough to keep track of all the email quote requests as well as using the system to quote and book telephone inquiries. When the load is booked, the CSR will check for available trucks. If there is a truck available the load will be offered. With 2 screens of loads to deal with there is no time for anything except sending it to a truck if one’s available. If there isn’t a truck available it will go to the dispatcher to be added to their list of action items since as we’ve seen they have nothing to do all day anyway.
People frequently post on here about the favoritism in dispatch. They post about how they are being discriminated against. They post about how they are always chosen for the crappy loads, the short runs, whatever is negative. That couldn’t be further from the truth. They don’t have time to play favorites. They don’t have time to search out driver X to offer the crappy load. They literally spend from 1 to 2 seconds per screen, grabbing the first available truck and sending the load offer out. At that rate they can get to each of the 100-120 loads they are dealing with once every 2 or 3 minutes. That doesn’t really give time for all this favoritism and retaliation people accuse them of. Oh, did I mention that in addition to all the rest they’ve also got a half dozen or more items that are blinking on the screen? Those are the ones with the biggest problems that are currently on track for a service failure and need more time and attention.
My week in dispatch ended at 13:47 Friday when I was the only truck within 100 miles for a pickup in 73 minutes about 24 miles down the road from the office. I took the run and was glad my week in dispatch was over. They aren’t perfect and I’ll complain about them when it’s deserved. I won’t make accusations when I don’t know what I’m talking about. Anyone who thinks they have the time or interest or inclination to spend time working around trucks or being mean to certain trucks hasn’t spent time with them and doesn’t know what they are talking about. They just don’t have the time.
Leo Bricker, 73's K5LDB, OOIDA Life Member 677319
Owner, Panther trucks 5508, 5509, 5641
Highway Watch Participant, Truckerbuddy
EO Forum Moderator
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Support the entire Constitution, not just the parts you like.
While all this is going on the CSR’s are in their area across the room booking more loads that will go to the various dispatchers, further increasing the number of things they have to keep track of. The CSR I sat with has 2 computer screens. One is not enough to keep track of all the email quote requests as well as using the system to quote and book telephone inquiries. When the load is booked, the CSR will check for available trucks. If there is a truck available the load will be offered. With 2 screens of loads to deal with there is no time for anything except sending it to a truck if one’s available. If there isn’t a truck available it will go to the dispatcher to be added to their list of action items since as we’ve seen they have nothing to do all day anyway.
People frequently post on here about the favoritism in dispatch. They post about how they are being discriminated against. They post about how they are always chosen for the crappy loads, the short runs, whatever is negative. That couldn’t be further from the truth. They don’t have time to play favorites. They don’t have time to search out driver X to offer the crappy load. They literally spend from 1 to 2 seconds per screen, grabbing the first available truck and sending the load offer out. At that rate they can get to each of the 100-120 loads they are dealing with once every 2 or 3 minutes. That doesn’t really give time for all this favoritism and retaliation people accuse them of. Oh, did I mention that in addition to all the rest they’ve also got a half dozen or more items that are blinking on the screen? Those are the ones with the biggest problems that are currently on track for a service failure and need more time and attention.
My week in dispatch ended at 13:47 Friday when I was the only truck within 100 miles for a pickup in 73 minutes about 24 miles down the road from the office. I took the run and was glad my week in dispatch was over. They aren’t perfect and I’ll complain about them when it’s deserved. I won’t make accusations when I don’t know what I’m talking about. Anyone who thinks they have the time or interest or inclination to spend time working around trucks or being mean to certain trucks hasn’t spent time with them and doesn’t know what they are talking about. They just don’t have the time.
Leo Bricker, 73's K5LDB, OOIDA Life Member 677319
Owner, Panther trucks 5508, 5509, 5641
Highway Watch Participant, Truckerbuddy
EO Forum Moderator
----------
Support the entire Constitution, not just the parts you like.
