Frequently Asked Questions

No. We directly operate our own customer communication and logistics support operations. The teams, processes, technology and reporting described on this website are ours — we are not a reseller, marketplace, broker or directory, and we do not match customers with external call centers.

Inbound and outbound telephone communication, email and written message handling, and scheduled update communication. Channel mix is configured per client program during onboarding.

Yes. Shipment communication and delivery communication — including appointment confirmation, rescheduling and exception conversations — are core directly operated services.

Calls are recorded and scored against client-approved scorecards by our quality team. Results drive calibration sessions, individual coaching and process corrections, and quality trends are shared in client reporting.

Recurring operational reporting packs covering volumes, response performance, escalation aging, quality scores and follow-up completion — plus on-demand extracts and review sessions with our operations leadership.

Every escalation receives a severity classification, a named owner and a clock. Customers receive updates at agreed intervals until closure is confirmed with them directly.

Onboarding maps your scenarios, configures queues, records, scripts and reports, then validates with test conversations before live operation. Timelines depend on scope and are agreed during intake.

Call +1 (267) 678-2477, email info@truenorthusalogisticsllc.com, or use the contact form. Our in-house team responds to every inquiry.