Quick Reference Guide| 1800
What after hours support is available if Carriers call the 1800 PRIMARYphone number between the hours of 6pm - 5am?
During these hours 1800 PRIMARYis Carrier support only.
The Customer ServiceTeam has reduced staffing during these times.
If Customer Service is experiencing a higher number of calls, an overflow may be activated directing the phone to a voicemail service.
If Carriers are directed to the voicemail service, callers must leave a message that contains sufficient amount of detail including a description of the purpose of the call,The Carrier, phone number and the Caller's name, and any other information the call taker may use to assist inc POs, DC involved etc.
PRIMARYAfter Hours
Does Primary Connect offer any escalation between the hours of 6pm - 5am?
The Customer ServiceTeam operating during these times are skilled and are proficient in providing after hours support during these times.This includes missed times slots, re-books, delays etc
In the unlikely event the Customer Service Officer is unable to resolve any issues that may arise during these times, appropriate internal escalation will occur.
It is recommended that the Carrier also escalate within their business internally if they believe the issue is not resolved
If the Customer Service Officer and the Carrier both agree the issue warrants immediate escalation and cannot wait till business hours, we kindly request the Carriers Management contacts the Primary Connect Customer Experience Manager or Operations Manager.