Service Visit Calls¶

This guide covers the two calls that bracket every pickup service visit: the confirmation call (day before) and the verification call (day of). These calls are critical to ensuring smooth pickups and strong client relationships.

Last Updated: February 2026 Target Audience: CSRs, Dispatchers

Confirmation Call (Day Before)¶

The confirmation call is made the morning of the day before every service visit. The purpose is to verify all details and set expectations for the driver and client.

Key Rules¶

Contact Must Be Made

Leaving a message alone is not sufficient. You must actually speak with someone. If you leave a message and send an email and don't get a reply quickly, keep trying. If by 1:00 PM you have not been able to make contact, ask your supervisor for guidance -- the stop or even the entire route may need to be cancelled.

What to Confirm¶

During the confirmation call, verify each of the following:

Material type -- Is it computer-related office equipment, or something else?
Material composition -- Does it include computers, or just peripheral equipment? (This affects how it's routed in the recycling center.)
Volume -- Confirm the estimated number of Gaylords. Explain the size if needed: "A Gaylord is a little larger than a standard washing machine."
Accessibility -- How close is the material to the door the driver will use? Is the material commingled with other things that don't go?
On-site contact -- The driver AND you (the CSR) will need to speak with someone on site. Confirm who that person will be.
Contact number -- Get a number where the on-site contact can absolutely be reached during the pickup window. Ask for a backup number.

Confirmation Call Script¶

"Mr./Ms. [Name], my name is [Your Name] with Scott Recycling. I have you on my schedule for a service visit tomorrow to recycle your electronic waste. I just need to confirm a few things quickly.

My notes say we are gathering computer-related office equipment -- is that correct?

So that I'll know how to route it in my recycling center, does this material have computers in it or just peripheral equipment?

We're expecting to gather about [number] Gaylords of material. A Gaylord is a little larger than a standard washing machine -- does that sound right for the amount of material you have?

My note says it's in [location], but it doesn't say how close it is to the door my driver will be using. How close is the material to the door?

And is the material commingled with other things that don't go?

The last thing -- my driver AND I will need to speak to someone on site tomorrow. Will that be you, or will that be someone else?

We expect to be there sometime tomorrow [morning/afternoon], so is this the number where you'll absolutely be able to answer when we call? If not, can you give me a second number for someone on site who is knowledgeable about your material?

OK, thank you for your time and thank you for partnering with us. We'll see you tomorrow [morning/afternoon]."

Verification Call (Day Of)¶

The verification call is made while the driver is still on site or immediately after the service visit is completed. The purpose is to confirm the client is satisfied and capture any future scheduling needs.

Your Role During the Pickup¶

You Are in Control

You are responsible for every aspect of the service visit. Do not passively leave it up to the driver to "work it out." The client may naturally tell the driver what they want done, but the driver must seek your approval before deviating from the plan.

If there is any deviation from the original plan or any instruction the driver needs on site, that instruction comes from you.
Assert your authority so everyone understands that you are calling the shots.
If it goes well, it's to your credit. If it goes wrong, you're accountable.

What to Cover¶

Completeness -- Confirm that everything has been collected.
Box and pallet -- Verify the driver left a box and pallet, and the client knows where they are.
Satisfaction -- Ask if the service was satisfactory.
Future needs -- Ask when they expect to retire more equipment and need another pickup.

Verification Call Script¶

"Mr./Ms. [Name], this is [Your Name] from Scott Recycling. We're on your site now and we've finished your service visit.

I just want to make sure that we've gotten everything. Also, my driver assured me that he left you a box and a pallet -- I wanted to confirm that you know where they are.

Have we done everything to your satisfaction? Are we good to go?

We appreciate you partnering with us. Do you have any idea right now when you might be retiring more equipment and will need us again?

OK, well then we will check back periodically. You have a great day."

Quick Reference¶

Call	When	Purpose	Escalation
Confirmation	Morning, day before pickup	Verify details, confirm on-site contact	If no contact by 1:00 PM, ask supervisor
Verification	During or immediately after pickup	Confirm satisfaction, capture future needs	Any deviation from plan goes through you