SERVICE AID

Agero Service Provider Refusals

• When a service provider is unable to accept a dispatch, you must refuse the service
provider in OneRoad before you can access the next service provider in the list.

• To refuse a service provider you must select a refusal reason that explains why the
service provider is unable to accept the dispatch.

• There are 16 Refusal Reasons in the Refusal Reason drop-down box on the Service
Provider Selection screen.

• It is your responsibility to select the most appropriate refusal reason from the drop-down
box. Refusal reasons are used by the Network when evaluating a service provider’s
performance.

Service Provider Refusal Guidelines

The call processing system will manage most of the selection process, however, there are
some guidelines you must remember and adhere to when securing service.

Failure to adhere to these guidelines may result in a deduction during quality monitoring.

5 Rings Maximum:
• If a service provider does not answer the phone after 5 rings you will:
o Disconnect
o Select Response Reason – Phone No
Answer
o Call next service provider on list.

30 Second Hold Time:

• If a service provide places you on hold for 30 seconds, without accepting the dispatch or
providing an ETA you will:
o Disconnect
o Select Response Reason – hold time over 1
minute
o Call the next service provider on list.
o
• Use 30 second SP Scripting – I can hold, but my system will only allow me to hold for 30
seconds before I must contact another service provider.

Re-Contacts:
• Before attempting to secure service with an Unlisted Service Provider, you must attempt to
re-contact any listed provider refused for non-contact; Busy, No Answer, Hold Time. 
Follow the 5-Ring and 30 Second Hold process during re-contacts.

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Excessive Service Provider Refusals:

• Out of Area – if four (4) Out of Area refusals are received, you must contact a supervisor
and seek assistance to determine if the location has been validated correctly.
• Any Four (4) Refusals for the Same Reason – any time you receive four or more refusals
for the same reason you must contact a supervisor and seek assistance.

ETA Refusals:
• ETA – a call should never have more than 2 refusals for ETA. Once two (2) ETAs have
been secured, you must take the best of two.
• Code Blue – a call from a Code Blue area should NEVER have a refusal for ETA. When
an area is in Code Blue any ETA given by a Service Provider MUST be accepted. Do not
attempt to secure a shorter ETA.

Service Provider Refusal Reasons

Refusal Reason Select when…
Code Black Do NOT use.

Code Blue The service provider refuses to provide any ETA due to
• Weather weather related circumstances in his area.

Use even if National Desk has not declared an area in a Code Blue IF
the service provider says they are refusing due to weather.

If the service provider gives a long ETA due to weather that is an ETA
Weather refusal not a Code Blue refusal.

Do Not Accept Form of The customer will be paying the service provider directly for all
Payment or part of the cost of service, and the service provider does not
accept the customer’s form of payment.

Equipment Not in Fleet ONLY when the service provider states they do not have the specific
piece of equipment in their fleet. Do not select this reason if the
service provider has the piece of equipment in their fleet but it is
currently not available because it is in use or out of service. Not in
Fleet means they will NEVER have the equipment available.
ETA Issues Select ETA issues whenever the service provider cannot meet
• General the required ETA, regardless of reason.
• Traffic
• Weather Select ETA issues when the provider advises the equipment
• Equipment type you need is in use or out of service.

Select ETA issues when the provider advises they do not have
a driver in the area. You must ask for an ETA. “When will your
flatbed be available?” “When will you have a driver available?”
Enter the ETA in the ETA field.

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Service Provider Refusal Reasons (continued)

Refusal Reason Select when…
Other DO NOT use unless absolutely no other refusal reason is
applicable.

You must enter detailed comments explaining the reason for refusal.
Out of Area The service provider says the disablement location is outside of
their service area.

Phone The phone is busy, or there is no answer.

• No Contact
• Wrong #/Area Code The number in the system is incorrect.

Out of Area The service provider says the disablement location is outside of
their service area.

Restricted Roadway The service provider says the disablement location is a

restricted roadway, and they are not the contracted service
provider.

Skip Service Provider You will NOT be calling the service provider. You MUST document
exactly why you did not call the service provider. Standard process
requires that you call the providers in the order in which they appear.
You must have a compelling reason to skip a service provider.
Skipping a service provider should be a very rare occurrence.
Skipping a service provider without proper documentation/comments
will result in a deduction during quality monitoring.

SP Dissatisfied The service provider refuses due to outstanding payment

• Claims Payment Issue issues, or they say they are no longer in the network.
• Discontinued Service
Encourage service providers who refuse for payment issues to contact
their Network Manager for resolution.

Unable to Cross State Lines ONLY if the service provider states they are not allowed, or will not
cross state lines.

Unable to Transport Customer ONLY if the service provider states they cannot or will not allow the
customer to ride to the tow destination in their truck.

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