A Noticeable Change in our Truckload Phone Experience

We have updated our call center Auto Attendant feature. An Automated Attendant is a telephone system that transfers incoming calls to various extensions as specified by callers, without the intervention of a human operator.  A typical Auto Attendant offers incoming callers a menu to which they respond by pressing various keys on the telephones keypads.  Our callers will be greeted with a brief message (Craig Harper's announcement of Driver Appreciation Month in September).  The Auto Attendant then gives our callers the following choices:

Options:

1-Safety

2-Dispatch

3-Road Service

4-Detention

5-Freight Handling

6-Claims 



 

Our overall goal is to deliver a great experience for our Professional Drivers. The improvement in our call center is a small step towards providing this great experience.  We want to see our Professional Drivers operating miles safely and on-time, not sitting on the phone waiting for our staff to answer.  Helping to categorize our calls and reaching someone who can help our Professional Drivers quickly and efficiently is our goal.