The rush: calls come in waves
In the simulation of an average day most people call in the morning, and the busiest hour starts at 09:00. In the medium company, about 36 people call in that hour, and 2 people are at the phone. A call lasts 60 seconds on average, so on paper nobody should have to wait.
But calls don't arrive evenly; they come in waves: a few quiet minutes, then several at once. In that one hour about 4 calls go unanswered. In the small company, with 1 person on the shift, about 14 people call in the same hour and about 3 calls go unanswered.
Our team's experience is that a caller kept waiting for more than 20 seconds hangs up and calls someone else. That's why at rush hour even an extra person isn't always enough, and once the rush is over that same person waits for the next call while their hour costs just as much.
Breaks when a dispatcher works alone
Dispatchers in Poland are entitled to breaks: 15 minutes during the shift and 5 minutes after every hour at a screen, about 50 minutes on 8 hours in all. With two people on the shift, the other takes the phone. With one, nobody answers during those minutes.
In the simulation that comes to, per day: about 150 minutes in the small company, about 50 minutes in the medium one and none in the larger one, because someone can always take the phone. Everybody is entitled to a break, and there's nothing wrong with taking one. All it needs is someone to answer meanwhile: a second dispatcher, or Dyzio.
Customers who have already booked tie up the line too
Not every call is a new booking. Customers who have already booked call too: to cancel the ride, change the time or find out where the taxi is. From our team's experience, questions about where the driver is and when they'll arrive are about 5-10% of all calls, and changing or editing a booked ride another 5-8% or so.
Each of those calls has to be handled: checking the ride, telling the caller the taxi is on its way and will be there in a few minutes, or cancelling the booking. It's courteous, necessary work, but meanwhile the line is busy and someone who wants to book a ride waits. Dyzio handles these on its own: it says what's happening with the driver and when they'll arrive, changes or cancels the ride, and every conversation runs separately, so nobody waits for a call about someone else's ride to finish.
How many calls go unanswered
This is an average month in the three companies from the day simulation on the pricing page:
| Per month | Small | Medium | Larger |
|---|---|---|---|
| Calls | 6,000 | 15,000 | 36,000 |
| Dispatchers at the phone | 1 | 1-2 | 2-4 |
| Not answered | 1,204 | 1,681 | 1,895 |
| Share not answered | 20% | 11% | 5% |
| Busiest hour, 09:00: not answered | 3 of 14 | 4 of 36 | 4 of 86 |
That's the result of simulating an average day. It matches what we see at taxi companies: our team's own data, an analysis of 193 companies, shows 5 to 30 percent of calls going unanswered.
The larger company loses the fewest, because with several people on a shift somebody is nearly always free. The small one loses the most: one person can't answer two calls at once.
How to count it at your company
Every phone system records calls. Ask whoever looks after yours for one month's log in which each call shows:
- the time of the call,
- how long it rang before somebody answered,
- how long the conversation lasted,
- whether the caller hung up before anybody answered.
From that one file you get three things: the hours when most people call, how long an average call takes, and after how many seconds people hang up. That's better data than any average from the internet, ours included. You can put the results into the day simulation on the pricing page.
Turn missed calls into rides
Not every missed call is a lost ride. To keep the figure honest, take off what wouldn't have been one:
- Take the number of missed calls from the phone log.
- Take off wrong numbers and calls that hang up after a second or two.
- Take off the calls about rides that are already booked: where the driver is and when they'll arrive, changes and cancellations. In our team's experience, questions about the driver and changes to rides alone make up about 10-18% of calls together. They aren't rides, even though they tie up the line.
- Take off the people who called again and got through.
- What's left are rides that could come back once somebody answers. Multiply them by your average fare.
| Step | Value |
|---|---|
| Calls in a month | 8,000 |
| Missed, let's say 10% | 800 |
| Questions about the driver and changes to rides, let's say 15% of missed ones | 120 |
| Got through on a second try, let's say one in three of the rest | 227 |
| Rides that could come back | 453 |
| Average fare, let's say | PLN 25 |
| Their value per month | PLN 11,325 |
What helps and what only looks like it does
- More lines, same number of people: the queue gets longer, but the same number of callers get an answer.
- An extra dispatcher at the busy time: it helps, but you pay for the whole shift and the rush lasts a moment (what a dispatcher costs).
- Forwarding the phone to a driver: why that's a bad idea.
- Working in tandem with Dyzio: your people answer first, and when they're on a call or on a break an automated dispatcher takes over. In the medium company from the simulation, Dyzio then takes about 2,116 conversations a month, including 1,681 calls that go unanswered today.
Sources
- Polish Labour Code, consolidated text Dz.U. 2026 item 1245: breaks (art. 134), night work and the night allowance (art. 151⁷ and 151⁸), leave (art. 154), sick pay (art. 92) (in Polish)
- Polish regulation on health and safety at workstations with screens, § 7: a break after each hour, Dz.U. 2025 item 58 (in Polish)
Last updated: 9 November 2026