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Inquiries are first handled by frontline Customer Service Representatives (CSR) and, based on the specifics of the issue; they either advise the customer of an exact resolution or, if additional research is required, our CSR promotes your needs to designated representatives to handle the case. We are committed to responding to our customers' needs with the utmost urgency.
Customer Interface: Timeline is fully automated. Our front and back office technologies enable our customers to place, track, and confirm their orders in REAL TIME.
Back Office Interface: Our dispatch and back office are also automated. Our system will give you access to over 120 reports such as:
- On-time deliveries reports
- Aged trial balance reports
- Accounts receivable/payable reports
- Job summary reports
In order to maintain our status in the industry, Timeline has implemented the following Customer Service Performance Standards Metrics:
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Customer Service Performance Standard
Metrics
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Service Level
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80% of calls
answered in 20 seconds
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Average Speed
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4 seconds =
Average time to answer call
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Average Call
Handling Time
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187 seconds =
Average time to handle a call
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Quality
Monitoring Score
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96%
acceptable monitored calls
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CONTACT 
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Corporate Video
