Northline’s Client Service Centre is often described as the heart of the company and for good reason.
Based in Adelaide, the team takes over 1,000 customer calls a day with 98 per cent answered within 30 seconds. Last week, Client Services broke its daily record with 1,320 calls taken by the team of 20 staff.
The personal, human contact remains highly valued by Northline customers with many preferring to speak to someone directly rather than manage their freight needs online.
Northline Client Services Manager Rhonda Steer said Northline’s automated call system allows customers calls to be answered quickly and efficiently.
“We help customers with everything from pickups, quotes and general enquiries to ETA’s and liaising with our Fleet Controllers to track freight,” said Mrs Steer.
“We also provide online web freight support for customers.”
During their formative years at Northline, many of the company’s senior management team spent time working in Client Services to get to know the business and the needs of customers. “It provides all employees with a good grounding,” says Rhonda.
“Unlike many client service centres, we’ve got a stable team which provides consistency and a familiar voice for customers.”
The National Client Service Centre operates from 7.30am – 6.30pm (ACST) from Monday- Friday. Over the Christmas and New Year period Client Services will be closed on all public holidays (25th, 26th December, 1st January) and open from 8.00am – 5.00pm in between these times (including 2nd January).