The Dispatch Outsourcing Checklist
17 questions to ask before you hand your phones and dispatch to anyone — so you pick a partner that actually fits your operation.
Use this checklist when you evaluate any dispatch or answering partner, including us. If a vendor can't answer these clearly, keep looking.
Coverage & reliability
- Do they cover the exact hours you can't staff — nights, weekends, holidays, overflow?
- Is it a dedicated team or a single shared agent who can call in sick?
- What is their average answer time, and will they commit to it?
- How do they handle a sudden surge in call volume?
Fit & integration
- Will they work inside your existing dispatch software, or force a migration?
- Are agents trained on your brand voice, zones, and booking rules?
- Do they know your vertical's portals and compliance (motor clubs, NEMT brokers, ELD/HOS)?
- Can they answer in the languages your callers actually use?
Commercials & risk
- Is there an upfront fee or a long-term contract?
- How is pricing structured — per call, per minute, or by the hour by role?
- Will they serve a competitor in your city?
- How fast can they go live, and is there a trial or shadow period?
Security & reporting
- Is your passenger and client data handled under NDA?
- What is their data-security and confidentiality posture?
- Do you get daily summaries, answer-time stats, and booking counts?
- Who is your point of contact when something goes wrong at 3am?
- Can they show real, verifiable results from operators like you?