1 / 17

Centralized Call Center: A Competitive Advantage

Our centralized customer service approach sets us apart in the transportation market, ensuring effective, consistent, and professional support for all aspects of your logistics needs. Available 24/7 with fast, easy, and cost-saving solutions.

sbresnahan
Download Presentation

Centralized Call Center: A Competitive Advantage

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CENTRALIZED CALL CENTER

  2. A Competitive Advantage Our centralized approach to customer service is a COMPETETIVE ADVANTAGEfor Averitt in the transportation marketplace!

  3. A Competitive Advantage More effective and consistent: • Customer Service • Appointment Scheduling • Billing Accuracy • Training • Problem Resolution

  4. Benefits to Customer • 24/7 Availability • Fast • Easy • Professional • Cost-saving and recovering initiatives

  5. Our Commitment To provide the best, most consistent, responsive and convenient customer service in the industry

  6. Availability • 24/7 Support • Day, Night or Weekend

  7. Fast • Customer calls are answered in an average of 11 seconds

  8. Easy • 1-800-AVERITT • Press 1 to request a Pickup • Press 2 for a Rate Quote • Press 3 for Customer Service • Press 4 for Other • Or emailcustomerservice@averittexpress.com

  9. Professional Personal Service • Highly trained customer service specialists • 8 weeks training • Weekly retraining • Performance monitoring by leadership • Standard Operating Procedures • Geographical routing • Skills-based routing within each region

  10. Additional Services • Calling on driver collect shipments • Collection calls • Developing career paths for associates • Night and weekend shifts support SCS and TL, traces urgent freight and supports national and local accounts

  11. SPECIALIZED GROUPS

  12. Help Desk • A service to sales associates that allows them to achieve resolution to customers issues while increasing their productivity • Escalated issues from 1-800-AVERITT • Urgent freight • Tracing • Billing issues • When you don’t know who else to call

  13. Truckload Customer Service • Shipment tracing • Appointment scheduling • Single point of contact for load tenders, tracing, reports, and billing issues • 24-7 coverage • Flexibility to customize customer service to fit the customer’s unique requirements

  14. Customer Sales Support • Customized customer service for accounts with specific requirements • Tracing/Service Assurance • Reporting • Account Management • Flexibility in finding a solution for specific customer requirements

  15. Centralized Appointment Team • Schedule LTL appointment freight for all but 11 service centers • Add accessorial charges when appointments are set • Utilization of Auto Manifest • Utilization of Auto Set • Development of customer requirements and special delivery instructions • Flexibility to meet specific delivery requirements

  16. OUR ADVANTAGE Customer service is a value-added benefit to EVERY service we offer!

  17. Questions?

More Related