Issue link: https://read.dmtmag.com/i/476554
1 2 | BULLDOG | 2 0 1 5 V 1 INSIDE MACK Collette says. "That's where we can step in because what we do is establish relationships with local vendors and the Mack dealer. "We can contact the dealer on the customer's behalf and initiate service. We also have preferred towing and road side vendors who have contracted rates and LQVXUDQFHFHUWLƄFDWHVRQƄOHWRKHOSLIWKH dealer is already serving a customer." Time is money Collette and the other Uptime Center customer support specialists understand their customers' sense of urgency. He recently received a call from a Mack owner- operator who was hauling a government load of military equipment. "This gentleman had a dedicated route that he ran Sunday through Wednesday," Collette says. "He's got an escort in front of him and an escort behind him. He does not want to lose this load, and I can appreciate that." Another recent customer was a father-son team who had a dedicated route running from Wisconsin to California and back every week. "They pick up their load on Wednesdays," Collette says, "So when the truck goes down, if it's not ready until Thursday, he's off that week until the following Wednesday, and that's not okay with him." Beth Coggin, the director of the Uptime Center, says this sense of urgency is something that's highlighted throughout the customer support training process. Specialists also are coached on how to communicate with callers who are in a stressful situation. "The people who call us are in a crisis situation, and we have to be mindful of that," Coggin says. "Part of training is putting yourself in their shoes. If you were stranded along the road in Alaska and it's 20 below, you are not going to be full of pleasantries." Coggin says because of this, she keeps a close eye on the support specialists to make sure they are not getting burned out. "This job isn't for everyone," she says. But Collette says he enjoys what he does. "Our function isn't just regurgitation of information from a spreadsheet which can get monotonous," he says. "Our role here is always changing and you have the opportunity to think and operate within your own parameters." 18,000 in-bound calls per month 28,000 out-bound calls per month 24 hours, 7 days, 365 days a year hours of operation UPTIME CENTER BY THE NUMBERS: 40 OneCall employees working three shifts 15,000 service providers in the Mack network across North America 2,200 Mack preferred vendors The Mack Uptime Center is located at Mack headquarters in Greensboro, N.C. "I just received a call from a very pleased customer who wanted to recognize an Uptime Center support specialist for being the most polite, patient and professional person he has had the pleasure to deal with in a very long time. +HDOVRVWDWHGWKLVLVWKHƄUVWWLPHKHKDVXVHGWKH8SWLPH&HQWHUDQGVDLGWKH VHUYLFHZDVVRVXSHUEKHZLOOGHƄQLWHO\XVHXVDJDLQr "Customer advised that the Uptime Center support specialist stayed in very close communication throughout the breakdown, gave the customer several different options which allowed him to pick the best option for his scenario, and he was rolling quickly." "A private motorhome operator called in to say that an Uptime Center support specialist did an excellent job handling his breakdown. He was extremely grateful for the quality, professional, expedited service he received." WHAT MACK UPTIME CENTER CUSTOMERS ARE SAYING: Uptime Center Director Beth Coggin compiles customer comments and regularly shares them with her team.