How-ToJune 8, 20268 min read
Dispatcher SOPs That Scale From 5 to 50 Trucks
The difference between a 5-truck operation and a 50-truck operation isn't more dispatchers — it's better SOPs. Here are the four that matter most.
SOP 1: Load assignment in under 90 seconds
Standardize the data captured at booking: rate, miles, deadhead, accessorials, special instructions, broker contact. If it's not in the TMS when the load is assigned, the driver will call dispatch — and dispatch is your bottleneck.
SOP 2: Proactive check calls, not reactive
- Auto check-call 2 hours before pickup ETA
- Auto check-call at pickup + delivery
- Manual call only for exceptions
SOP 3: Exception triage
Three buckets: detention (clock starts at 2 hours, billable), service failure (notify broker within 30 minutes), safety/breakdown (DOT-recordable check, road service dispatched). Everything else is noise.
SOP 4: End-of-shift handoff in writing
Open loads, pending issues, broker callbacks owed, driver requests outstanding. A two-minute Loom + a TMS exception view beats a 20-minute verbal handoff every time.