Call Center
Call Center Upgrade May Impact Hold Times The Roadranger technical customer support group (call center) will upgrade to a new incident management system Thursday, May 1. This transition may result in longer-than-expected hold times. We apologize for any inconvenience this may cause and are working to make this transition as seamless as possible. This new system will allow us to provide faster, more consistent service in the future. NEW! Roadranger Customer Support Center "Call Back" System To Help Eliminate Hold Times In early April 2008, the Roadranger customer support center began rollout of a new system allowing callers the option of receiving a call back during peak call volume periods, instead of waiting on hold. We constantly strive to reduce and eliminate hold times. However, if hold times exceed thresholds, estimated wait time will be quoted followed by the option to set up a call back. If the caller selects the call back option, the system places a “Virtual” placeholder in the queue (holding the callers place in line) and an automated call back is placed in the same amount of time as if the caller had remained waiting on hold. If preferred, callers will also be able to schedule a call back for later in the day, or up to 7 days in the future during regular business hours. The new automated callback system works simply with a quick series of verbal and phone keypad prompts and allows callers to decide whether to hold or choose a call back. Keep your “ears” open for this exciting new technology, and check it out! About the Call Center The Call Center is made up of two different teams: the General Tech Team and the Real Time Warranty Team. The General Tech Team is an excellent source of support for your questions about:
The Real Time Warranty System saves time for more than 800 dealers in the U.S. and Canada. The Real Time Warranty Team can assist qualifed dealers with:
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