Phone bookings are expensive at peak times and hard to scale. Many riders still prefer to call, so the aim is to shift routine bookings, not to remove the phone line.
Measure Your Call Mix
For two weeks, record why people call: new booking, where is my taxi, change or cancel, lost property, complaints. Most fleets find the largest share is routine bookings and status checks.
Shift Status Calls First
Live tracking and driver arrival notifications in a rider app remove most where-is-my-taxi calls.
Make App Booking Easier Than Calling
Saved places, rebook last trip and clear fare information make the app faster than a phone call for regular riders.
Keep A Dispatcher Path
Dispatchers should enter phone bookings into the same system, so every trip is tracked, allocated and reported the same way.
Promote The Change
Mention the app at the end of each call, on receipts and in vehicles. Track the share of bookings by channel each month.