Freedom Advantage Support Calls

Freedom Advantage Call Update

Call Routing

Project Support team implemented regional call queues

How Call Routing Works:

• Call Initiation:

○ Sales or a customer calls the assigned Project Support (PS) Specialist’s Line.

• Call Handling:

○ If the assigned PS is available, the call is connected directly.

○ If the assigned PS is unavailable, the call automatically routes to the next available specialist in the regional queue.

• After-Hours Support:

○ Calls received outside of regional business hours will be directed to voicemail.

○ Leadership has access to these voicemails.

○ The assigned PS will return the call the next business day.