FSO v1.0

24/7 Multilingual Driver Desk

Last updated: August 13, 202512 min read

Goal

Success metrics

Answer time P90 ≤ 60 seconds
Language coverage ≥ 90%
CSAT ≥ 4.5/5
First-contact resolution ≥ 70%

Provide always-on driver support that eliminates communication barriers and reduces escalations through proactive, multilingual assistance with measurable service levels.

Prerequisites

REQTelephony/contact center

Queues, skills-based routing, call recordings/transcripts where legally permitted.

REQLanguage coverage plan & fallback

Coverage by language and hour; on-call escalation tree for gaps.

REQTicketing system

Issue tracking with severity codes (P0/P1/P2) and resolution workflows.

REQLive Visibility integration

Real-time load status, driver location, ETA updates for informed support.

REQMessage scripts

Standardized responses for common incidents (missed appointment, breakdown, weather, lumper fees).

Baseline measurement

Measure current performance over the last 30 days before implementation:

KPI	Current	Target	Data source
Answer time (s, P90)	[fill]	≤ 60	Telephony system
Abandonment rate (%)	[fill]	≤ 5 (SHOULD)	Telephony system
First-contact resolution (%)	[fill]	≥ 70	Ticketing system
Issue resolution time (min, median)	[fill]	[fill]	Ticketing system
Coverage rate (%) by language	[fill]	≥ 90	Language coverage registry
CSAT (1–5)	[fill]	≥ 4.5	Post-interaction survey

Step-by-step SOP

1Coverage plan

Publish a 24/7 coverage schedule with language capabilities assigned by hour/daypart. Ensure redundancy for critical languages.

2Queues & SLAs

Configure skills-based routing; set P90 ≤ 60 s for voice and monitor abandonment/queue depth.

3Intake

Verify driver identity; hotkeys for load/driver lookup; capture preferred language immediately.

4Triage

Set severity (P0/P1/P2) based on impact; open a ticket with full context and timeline.

5Resolve/coordinate

Execute solutions: reroute, rebook appointments, arrange lumper; push updates to the Live Visibility system.

6Language support

Serve in the driver's preferred language; if unavailable, use fallback (warm transfer/interpreter service).

7Acknowledgment

Capture driver confirmation (digital or logged verbal with confirmation code) for any plan changes.

8Notify stakeholders

Send necessary updates to shippers/brokers via the Live Visibility notification system.

9Close & survey

Close ticket with resolution code; send CSAT survey in the interaction language within 2 hours.

10Review

Daily QA sample review; weekly KPI analysis and continuous improvement actions.

Artifacts to prepare

language_coverage_roster.csvLanguage capabilities and 24/7 coverage map
qa_scorecard.csvQuality assurance evaluation criteria
Message scriptsStandardized responses for common scenarios
Runbook (P0/P1/P2 flows)Escalation procedures and severity handling

Common failure modes & fixes

Symptom	Likely cause	Quick fix	Prevention
Night/weekend SLA misses	Insufficient coverage	Surge capacity + on-call	Forecast by daypart
Language gaps	New lanes/languages	Interpreter service	Monthly coverage review
Ticket ping-pong	Unclear ownership	Assign RACI	Enforce handoff notes
No driver acknowledgment	Process skipped	Require code before close	Checklist in ticket

Audit & evidence

Retention requirements

Retain interaction logs/recordings per policy; export monthly KPI packs for compliance review.

Interaction logs: ≥ 12 months
KPI evidence: ≥ 90 days
Call recordings: Per legal requirements by jurisdiction

Done-when criteria

Success milestone

30 consecutive days with all targets met:

• P90 ≤ 60 s answer time
• Coverage ≥ 90% by language
• CSAT ≥ 4.5/5
• First-contact resolution ≥ 70%