Process Overview: Dispatch Kingdom

Dispatch Kingdom is a U.S.-based freight brokerage firm that connects truckers with available loads.
We act as a bridge between truck drivers and shippers, helping drivers—many of whom are not
tech-savvy—secure consistent, profitable work.

Background

The U.S. trucking industry is a vital part of the economy. However, many drivers are unfamiliar with
digital tools and struggle to find reliable freight. Additionally, many drivers do not possess an active
MC. In the US trucking industry, "MC" refers to the Motor Carrier number, a unique identifier
assigned by the Federal Motor Carrier Safety Administration (FMCSA) to trucking companies that
operate in interstate commerce (across state lines). This number is essentially the company's legal
permission to operate as a carrier, allowing them to haul cargo for hire between multiple states.

Center Operations

Your center’s main responsibility is to connect with truck drivers, gather relevant information, and
help match them with suitable loads. Here’s how it works:

• We provide access to a proprietary website containing a database of over 5 million truckers,

with approximately 6,000 new drivers added every week.
• Agents call drivers to ask a few basic questions such as:
o What type of vehicle they drive.
o Preferred lanes/routes.
• Based on their preferences, loads are assigned.
• Agents also maintain follow-ups with onboarded drivers to ensure they continue to receive
load offers.

Performance Metrics & Guidelines

• On average, one agent can successfully engage two drivers per day.
• Before going live, we recommend two days of dedicated data-fetching from the database.
We will assist your team with keyword strategies to efficiently pull data.
o Average time to fetch one record: 10 seconds.
• The minimum staffing requirement for this process is 10 agents.

Payments and Invoicing

Truckers either work independently or are partnered with a Factoring Company (a third party that
processes payments quickly). Here’s how it works:

• Factoring Company Associated Drivers: Invoices are paid next day after submission.
• Non-Factoring Drivers: Invoices are paid monthly.
Your center earns 2% commission per load. For example, if a driver hauls a load worth $30,000, your
center earns $600 from that one transaction.

There is no cap on the number of drivers your center can onboard. The more drivers you engage,
the higher your potential revenue. Many centers in India are currently managing 5–7 drivers, but
you’re free to scale beyond that.

Training & Support

• We provide initial training on how to recruit truckers effectively.

• Once your center has onboarded at least 10 drivers, we begin load training and share load
board access.
• Until agents are trained in handling loads independently, they can transfer calls or driver
details to us, and our team will manage the load fulfillment and deal closure.

Script
Hi, is this [Carrier Name]? This is [Your Name] from Dispatch Kingdom. How’s your day
going so far?”

“I’m reaching out to connect with dependable carriers like yourself. We're currently
helping drivers secure better-paying loads that match their preferences and schedules.
Our goal is to help you earn more while making dispatching easier and more efficient.”

“Do you have a quick minute to chat?”

“Awesome, just a few quick questions so we can match you with the right loads:”

• “What kind of equipment do you run—Dry Van, Reefer, Flatbed, or something else?”
• “Are there any specific lanes or regions you prefer?”
• “Would you be interested in dedicated light loads, long haul especially out of
Washington?”

“Sounds like we might be a great fit to work together.”

• “Can I send you a few current load options to check out?”

• “What’s the best number or email for sending updates?”
• “Would you also be interested in a quick overview of our full-service package—
dispatch, IFTA filing, and factoring support?”
“Thanks again for your time. I’m looking forward to helping you stay loaded and making
your day-to-day easier.”

Follow up

I hope you had a great trip and truly enjoyed it. I'm just following up to check if you're
available for the next load. Could you please let me know which lane you prefer and your
availability for the next pickup? This will help us find the right load for you.

Turn Around Negatives and Steps

(Phone rings, you answer)

You (Dispatcher): "Hello, [Carrier Name], this is [Your Name] calling from Dispatch Kingdom.
How are you doing today?"

Me (Carrier): "I'm doing alright, thanks for asking. What can I do for you?"

You (Dispatcher): "Great! The reason I'm reaching out is because we're connecting with
quality carriers like yourself about available loads and our dispatch services. Do you have a
couple of minutes to discuss some opportunities that might benefit your operation?"

Me (Carrier): "Yeah, I've got a few minutes. Go ahead."

You (Dispatcher): "Fantastic. Just to understand your current situation better: Are you
currently working with a dispatcher or handling your own load finding?"

Me (Carrier): "I'm currently handling my own load finding."

You (Dispatcher): "Okay. And what's been your experience with dispatch services in the
past?"

Me (Carrier): "I haven't actually used a dispatch service before."

You (Dispatcher): "Understood. So, what would make a dispatch service valuable to you?"
Me (Carrier): "Well, I'm looking to keep my truck moving consistently with good-paying
loads and less of the hassle of searching and negotiating myself."

You (Dispatcher): "That makes perfect sense. To help match you with the right loads: What
type of equipment do you operate?"

Me (Carrier): "I operate a 53-foot dry van."

You (Dispatcher): "Got it. And what's your typical payload capacity?"

Me (Carrier): "Around 45,000 dollars."

You (Dispatcher): "Do you have any specialized equipment capabilities I should know
about?"

Me (Carrier): "No, just a standard dry van."

You (Dispatcher): "Alright. Let me understand what types of loads you prefer hauling?"

Me (Carrier): "Generally, I prefer general freight, nothing too specialized."

You (Dispatcher): "Do you have any specialized capabilities like Hazmat or oversized load
experience?"

Me (Carrier): "No, I don't have those endorsements."

You (Dispatcher): "Are you interested in regular routes or more flexible opportunities?"

Me (Carrier): "I'm open to both, really. Whatever keeps me busy and profitable."

You (Dispatcher): "We actually have some dedicated light loads out of Washington State -
would something like that interest you?"

Me (Carrier): "Hmm, Washington state... possibly. Tell me more about that."

You (Dispatcher): "Certainly. These are typically consistent runs hauling [mention general
type of freight if you have it] and they are relatively lighter, which can be easier on your
equipment and fuel. The rates are competitive, and it's a dedicated lane, offering some
predictability."
Me (Carrier): "Okay, that sounds somewhat interesting. What matters most to you in a
dispatch relationship?"

You (Dispatcher): "For me, I'm looking for consistent communication and definitely
higherpaying loads."

You (Dispatcher): "Excellent. Consistent communication and higher-paying loads are

definitely priorities for us. How important are transparent fees and cost savings in your
decision?"

Me (Carrier): "Very important. I want to know exactly what I'm paying and see that the
service is actually saving me time and money."

You (Dispatcher): "Absolutely. Our fee structure is transparent, and we focus on finding you
the best possible rates to maximize your earnings. What's your preferred method of
communication for load opportunities - phone, text, or email?" M

e (Carrier): "Text message is usually best for quick updates."

You (Dispatcher): "Great to know. Now, to help us find the best matches for your
equipment: Could I get your DOT number for our records?"

Me (Carrier): "Sure, it's 1234567." You (Dispatcher): "Thank you. What regions or lanes do
you typically prefer to run?"

Me (Carrier): "I prefer the Midwest and Southeast regions, but I'm willing to consider other
areas for good opportunities."

You (Dispatcher): "And what's your current availability for taking on new loads?"

Me (Carrier): "I'll be available starting next Monday."

You (Dispatcher): "Perfect. Many carriers we work with appreciate our additional services.
Are you currently handling your own IFTA filings?"

Me (Carrier): "Yes, I am." You (Dispatcher): "Would assistance with IFTA management be
valuable to you? It can save you time and ensure accuracy."

Me (Carrier): "It's something I might consider in the future, but I'm managing it okay for
now."
You (Dispatcher): "Understood. Are you currently using factoring services?" Me (Carrier):
"No, I'm not."

You (Dispatcher): "Would you like information about our factoring options for faster
payment turnaround?"

Me (Carrier): "Maybe later. Right now, I'm more focused on finding good loads."

You (Dispatcher): "That's perfectly fine. Based on what you've shared, I think we could be a
good fit for your operation. I'd like to follow up with specific load opportunities that match
your preferences, including those dedicated light loads out of Washington. Would you
prefer I send those details by email or text to [Your Phone Number]? And what would be the
best email address for you?"

Me (Carrier): "Text to this number is fine, and my email is [your_email@email.com]."

You (Dispatcher): "Got it. And would you like to learn more about our complete service
package including dispatch, IFTA management, and factoring solutions in a follow-up
email?"

Me (Carrier): "Sure, you can include some information about that in the email."

You (Dispatcher): "Wonderful. Thank you for your time today, [Carrier Name]. I look forward
to potentially working together!"

(End of call)

Now, let's fill out the Post-Call Notes Template based on our conversation: Post-Call Notes
Template
• Carrier Name: [Carrier Name] (You would have gotten this at the very beginning)
• Contact Person: [Carrier Name] (Assuming you spoke directly with the owner/operator)
• Phone: [Your Phone Number] • Email: [your_email@email.com] • DOT Number: 1234567
• Equipment Type/Capacity: 53' Dry Van / 45,000 lbs
• Load Preferences: General freight
• Geographic Preferences: Midwest and Southeast (open to others) •
Interest Level (1-5): 3 (Expressed interest in Washington loads and learning more)
• Interested in Washington Dedicated Loads? Y
• Interested in IFTA Services? N (Maybe later)
• Interested in Factoring? N (Maybe later)
• Next Steps: Send load opportunities and service package info via email.
• Follow-up Date: [Decide on a reasonable follow-up date, maybe 2-3 days]

Techniques

Take Control of a Customer Interaction (Tactfully)

1. Set the Tone Early

“Thanks for calling! Let me guide you through how we can get your load moving efficiently
today.”

This immediately positions you as the expert and reassures the customer you're handling it.

2. Ask Direct, Structured Questions

“To get started, may I have the pickup and drop-off locations, the type of load, and your
ideal pickup time?”

This prevents the call from becoming unstructured and puts you in the lead.

3. Offer Solutions, Not Options

“Here’s what I recommend: We’ll assign a truck that’s currently available in your area and
dispatch it by 2 PM. Then we’ll handle all broker updates on your behalf.”

This avoids unnecessary back-and-forth by presenting a clear plan.

4. Handle Objections with Confidence

Customer: “Can I call you back later?”

You: “Of course, but just to save you time, I can lock in the truck now and follow up with a
confirmation email. That way, you don’t lose the spot.”
5. End with Clear Next Steps

“You’ll receive a confirmation in the next 5 minutes, and we’ll keep you updated throughout
the trip. Is there anything else you'd like us to handle today?”

Customer Interaction Techniques for Dispatch Services

1. Speak with Authority & Clarity

• Why: Customers want to feel you're in control.

• How: Use confident phrases like:
o “Here’s what we’ll do next…”
o “Let me take care of that for you.”
o “We’ve done this hundreds of times—you're in good hands.”

2. Ask Closed-Ended Questions to Stay Focused

• Why: Keeps calls short and structured.

• How: Instead of “What kind of service are you looking for?” try:
o “Do you need a dry van, reefer, or flatbed?”
o “Is this a same-day or scheduled pickup?”

3. Mirror the Customer’s Language (Briefly)

• Why: Builds rapport quickly.

• How: If they say, “We’re in a hurry,” reply with:
o “Absolutely—I’ll fast-track this for you.”
4. Anticipate Needs

• Why: Makes you look experienced and proactive.

• How: Before they ask:
o “We’ll also notify the broker and send you real-time tracking.”
o “Your invoice will be emailed after delivery—no need to follow up.”

5. Use the "Two-Step Close"

• Why: Helps customers commit without pressure.

• How:
o Step 1: “I’ll reserve the truck for now so you don’t lose the spot.”
o Step 2: “You’ll just need to confirm with a quick reply.”

6. Stay Calm with Difficult Customers

• Why: Tension breaks deals.

• How: Acknowledge their concern, then lead:
o “I hear you—it’s frustrating. Let’s solve this together.”
o “I’ll make this right. Here’s what I’m doing now…”

7. End Every Call with Confidence

• Why: Leaves a lasting impression.

• How:
o “You’re all set. We’ll keep you updated until delivery.”
o “Thanks for trusting us—we look forward to the next one!”

Types of Truck
Flat Bed Truck
A flatbed truck is a type of truck that has a flat, open bed with no sides or roof. This design
makes it ideal for transporting large, heavy, or irregularly shaped loads that don’t fit easily
into enclosed trucks.

Key Features of a Flatbed Truck:

• Flat, open platform: The bed is typically made of metal or wood and is completely
open.
• No sides or roof: This allows for loading and unloading from the sides and above
using forklifts or cranes.
• Versatile use: Flatbeds can carry everything from construction materials (like lumber
and steel beams) to heavy machinery and oversized items.

Common Uses:

• Construction: Hauling building materials, pipes, and equipment.

• Agriculture: Transporting large bales of hay or farm equipment.
• Manufacturing and logistics: Moving goods that don’t need protection from the
weather.

Types of Flatbed Trucks:

1. Standard Flatbed: The most basic form with a flat surface.

2. Drop Deck (Step Deck): Has a lower deck to accommodate taller loads.
3. Double Drop Deck: Has two drops in the bed height, allowing for extremely tall
loads.
4. Removable Gooseneck (RGN): Designed to carry heavy equipment and allows
loading from the front.

Pros:

• Easy to load and unload.

• Can carry large and oddly shaped items.
• Versatile across many industries.

Cons:

• No protection from weather or theft.

• Requires secure tie-downs to prevent loads from shifting or falling.
Step Deck Truck (also called a Drop Deck Truck)
A step deck truck is a type of flatbed truck with two deck levels — a higher deck in the front
(near the cab) and a lower deck in the rear. This design allows the truck to carry taller loads
that would be too high for a standard flatbed due to height restrictions.

Key Features:

• Upper Deck: Located over the truck’s rear wheels.

• Lower Deck: Drops down behind the wheels and provides extra vertical clearance.
• No sides or roof: Like standard flatbeds, step decks are open and require loads to be
secured with straps or chains.

Typical Dimensions:

• Upper deck height: Around 5 feet (1.5 meters).

• Lower deck height: Around 3.5 feet (1 meter).
• Overall length: Often up to 48–53 feet.

Common Uses:

• Transporting tall equipment like:

o Bulldozers
o Tractors
o Large pipes or tanks
 • Hauling freight that exceeds the legal height limit for flatbeds (usually 8 feet 6 inches
in the U.S.)

Advantages:

• Can legally carry taller loads than a flatbed.

• Easier loading with ramps (some come with built-in ramps).
• Great for heavy and oversized freight.

Dry Van
What Is a Dry Van?

A dry van is basically a big, closed rectangular box on wheels that attaches to a semi-truck.
It has walls, a roof, and a floor, making it ideal for transporting non-perishable, packaged
goods.

📦 What It Carries:

Dry vans are used for a wide range of freight, including:

• Boxes and pallets

• Electronics
• Furniture
• Clothing
• Consumer goods
• Paper products
• Non-perishable food and beverages
 Key Features:

• Fully enclosed: Protects cargo from rain, wind, sun, and theft.
• No climate control: Unlike refrigerated trailers (reefers), dry vans don’t regulate
temperature.
• Loading: Usually from the rear with a dock or forklift.
• Common sizes: 28', 48', and 53' long trailers are standard in the U.S.

✅ Advantages:

• Versatile and widely available.

• Keeps cargo safe and dry.
• Compatible with dock-height loading and unloading.

❌ Limitations:

• Not suitable for temperature-sensitive or oversized items.

• Loading/unloading is usually only from the rear.

Reefer
What Is a Reefer?

A reefer looks similar to a dry van (an enclosed trailer), but it has built-in refrigeration
equipment that allows the interior to maintain specific temperatures — from below
freezing to just cool, depending on the cargo.

What It Carries:

Reefers are essential for transporting items like:

 • Fresh produce
• Meat, poultry, and seafood
• Dairy products
• Frozen foods
• Pharmaceuticals and medical supplies
• Flowers and plants

🔧 Key Features:

• Insulated walls, floor, and roof to retain temperature.

• Refrigeration unit at the front of the trailer (powered by diesel).
• Temperature control system to set and monitor the interior climate.
• Rear door access for loading/unloading.

📏 Typical Dimensions:

• Length: Commonly 48 to 53 feet

• Temperature range: Around -20°F to 70°F (-29°C to 21°C), depending on the unit

✅ Advantages:

• Maintains temperature-sensitive cargo at precise conditions.

• Prevents spoilage or damage during long hauls.
• Can heat as well as cool, depending on outside conditions.

❌ Limitations:

• More expensive to operate (due to fuel for refrigeration).

• Heavier than dry vans (less cargo weight capacity).
• Requires regular maintenance of refrigeration equipment.
Power Only

Power only trucking refers to a transportation setup where a carrier provides just the truck
(the “power unit”) and a driver, but not the trailer. Instead, the trailer is provided by the
shipper or a third party.

In simple terms:
👉 The trucking company brings the truck and driver
👉 The shipper provides the loaded trailer
👉 The driver hooks up to the trailer and hauls it to its destination

🔧 Key Components:

• Power unit = The tractor/truck and driver

• Trailer = Owned or rented by the customer (e.g., a dry van, flatbed, reefer, etc.)
• Hook and haul = The driver simply connects to the trailer and drives

When Power Only Is Used:

• Large companies with their own trailers but not enough trucks or drivers
• Temporary or surge shipping needs
• Long-distance trailer repositioning
• Moving specialized or preloaded trailers (e.g., for events or mobile units)

✅ Advantages:

For Shippers:

• Flexible capacity without investing in trucks or drivers

• Control over their trailers and loading schedule

For Carriers:
 • Simpler logistics (no need to manage trailer loading/unloading)
• Faster turnaround time (drop-and-hook)

❌ Limitations:

• Only works if the shipper already owns or rents trailers

• May require compatible trailer and hitch systems

HotShot Truck

Hotshot trucking refers to using a smaller, faster truck (usually a pickup with a trailer) to
deliver time-sensitive, small-to-medium-sized loads — often to a single customer.

The name "hotshot" comes from the idea that the cargo is urgent or high-priority.

🔧 Key Features of Hotshot Trucking:

• Truck type: Usually a 1-ton or ¾-ton pickup truck, like a Ford F-350, Ram 3500, or
Chevy Silverado 3500.
• Trailer type: Often a gooseneck trailer, but can also be flatbed, lowboy, or bumper-
pull.
• Faster delivery: Hotshot loads are typically delivered directly, without stopping at
distribution centers.
• Non-CDL or CDL: Some hotshot drivers operate under 26,000 lbs (no CDL required);
larger loads need a Commercial Driver’s License.

📦 What Hotshot Trucks Haul:

• Construction equipment
• Farm machinery
 • Small loads of building materials
• Auto parts
• Emergency replacement parts
• Oil & gas industry tools

✅ Advantages of Hotshot Trucking:

• Fast, flexible delivery for urgent loads

• Lower operating costs than full semi-trucks
• Good for owner-operators or small businesses
• Doesn’t always require a CDL or heavy regulation

❌ Disadvantages:

• Limited load size and weight

• Drivers are often on tight delivery deadlines
• Not suitable for large-scale freight
• Can involve long hours and inconsistent schedules

A box truck, also called a straight truck or cube van, is a truck with an enclosed,
rectangular cargo area mounted directly to the chassis. Unlike semi-trucks, the cab and the
cargo box are part of one continuous unit.

It’s called a box truck because the cargo area looks like a big box!

Key Features:

• Enclosed cargo area: Keeps goods protected from weather and theft.
• Rear roll-up door: Like a garage door, for easy loading and unloading.
• Sizes: Common lengths range from 10 to 26 feet.
• Class: Usually in Class 3 to 7 (10,001–33,000 lbs GVWR).
Box Truck
What Box Trucks Are Used For:

• Local furniture or appliance deliveries

• Moving services (like U-Haul-style rentals)
• Parcel delivery (Amazon, FedEx, UPS)
• Retail or food distribution
• Small business logistics

✅ Advantages:

• Easy to drive (like a large van)

• No trailer to manage
• Enclosed and secure
• Great for city and suburban routes
• Can be operated without a CDL if under 26,000 lbs GVWR

❌ Limitations:

• Limited cargo space compared to semis

• Can’t haul oversized or heavy freight
• Rear-loading only (no side access on most models)

Useful Link
https://www.youtube.com/watch?v=9kbmaGZdjz4