Waiting on hold with dispatch for 45 minutes taught me one weird trick

Two weeks back I started writing down my ticket numbers and the exact time I called dispatch on a sticky note before I dialed, and it cut my call time from 45 minutes down to about 8. Turns out when you can read off the ticket, the rep stops putting you on hold to dig around and just fixes it. Anyone else keep a paper log like this or am I just late to the party?

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valgibson27d ago

45 minutes to 8 is a big jump, but the ticket number isn't really the magic part. The rep can pull your ticket either way, that's not what eats the time. What actually helps is having your times written down, because then you can say "I called at 7:12 and got the ticket at 7:40" and they stop asking you to repeat yourself twice. I keep a small notebook in the truck and it works the same way. The number just gives them a place to start, the paper is what keeps you from going in circles.

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