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About
My name is Nancy Conti. I’m the Human Resources Manager and Director of Labor Relations for Boyd in Massachusetts.
My name is Nancy Conti. I’m the Human Resources Manager and Director of Labor Relations for Boyd in Massachusetts, now part of Eaton Corp. I’m responsible for three sites and about 300 employees.
Boyd is a thermally engineered company. In Massachusetts, we manufacture heat exchangers, chillers, and cold plates, supporting a diversified portfolio of customers, products, and markets.
With three sites, production teams, and a workforce that depends on clear attendance communication, Boyd needed a better way to know who was coming in, who was calling out, and who needed to be notified in real time.
the problem
“Not having a centralized call-in, call-out line really was a hindrance to our operations.”
Boyd had no centralized system in place to alert HR, the operations team, and the employee’s supervisor when someone was going to be out.
That created a communication gap that affected more than just HR paperwork.
If someone is unexpectedly out, managers need to know fast so they can adjust workload, staffing, and production priorities.
The process was just too scattered.
Employees calling or texting different people
Supervisors missing messages when they were away or off-site
No centralized record to support attendance policy decisions
Boyd did not just need another phone number.
They needed one disciplined, structured process that could keep HR, operations, managers, and supervisors aligned in real time.
Here’s what they were missing:
One centralized call-off process for every employee
Real-time communication to HR, operations, managers, and supervisors
A verified record Boyd could use to support attendance decisions
how ambs call center solves the puzzle
Boyd first heard about Ambs Call Center through a colleague who had already used the employee call-off hotline at another site.
Nancy looked into the capabilities of the system, saw how it could streamline the process, and realized it would give everyone the same communication in the same real time.
So moving forward made sense.
Day-to-day, Boyd now experiences:
Employees use one call-off hotline instead of scattered calls and texts
HR, operations, managers, and supervisors receive the same information in real time
Managers can adjust workload based on actual attendance before the day gets too far ahead of them
The call-off record helps Boyd validate attendance issues, clock-in activity, and eligibility under their attendance plan
The Highlight
Boyd saw the value quickly.
So much so, they added a second use case.
Because of ITAR restrictions, safety, and confidentiality, Boyd has a policy that employees cannot have cell phones on the factory floor.
That creates a separate communication problem.
If a family member needs to reach an employee during the day, there is no centralized receptionist sitting by the phone waiting to take that message.
So Boyd expanded the system into an emergency call-in line.
Now, family members or designated contacts can call the line if something urgent happens — a child is sick at school, a family issue comes up, or a message needs to reach an employee as soon as possible.
A call-off hotline for employees who are not coming in
An emergency call-in line for family members or designated contacts
A practical communication path for a no-cell-phone factory environment
A centralized process without needing a receptionist
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For Boyd, the employee call-off hotline did more than clean up communication.
Instead of piecing together texts, voicemails, memory, and timecard data, Boyd has a verified record of what the employee said and what the issue was.
Here’s what improved for Boyd:
Real-time attendance visibility across HR, operations, managers, and supervisors
Better workload planning when employees call off before their shift
A verified record to support attendance, payroll, bonus, and business decisions
A structured emergency line for employee family messages during the workday
Less dependence on one person answering the phone or forwarding messages manually
the "Aha!" moment that made you glad you chose ambs
For Boyd, the “aha” moment was not one dramatic call.
It was noticing the difference right away — and then realizing the system could solve more than the original problem.
At first, Ambs Call Center helped Boyd centralize employee call-offs.
Then, after using it for over a year and continuing to see the value, Boyd added the emergency call-in line.
That’s when the hotline became more than an absence management tool.
It became part of how Boyd keeps communication moving in a workplace where employees may not have access to their phones, supervisors may not be at their desk, and HR still needs a factual record.
Nobody is relying on scattered texts.
Nobody is waiting on one supervisor.
Nobody is guessing what was said four months later.
The process is structured.
The record is there.
And everyone can stay on the same page.
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