Glacier National Park Call Center Assistance

Project Lead

Glacier National Park Conservancy


Project Purpose/Need

Glacier National Park's vehicle reservation system, introduced as a pilot program in the summer of 2021, is designed to alleviate congestion, manage traffic, and improve the overall visitor experience. Each year park staff evaluates the data and seeks community input on the reservation system, which has resulted in some modifications. However, the reservation system continues to create a perception from visitors and residents that it’s difficult to access the park during the summer. It became evident that providing clear information was essential to mitigate these concerns, but because. Glacier National Park’s headquarters was overwhelmed with the volume of inquiries, additional phone support assistance service is necessary.


Project Description

The project addressed headquarters’ need for phone support assistance by establishing a establishing a call center at Windfall to answer inquiries about the vehicle reservation system. This call center is a collaborative effort between the Glacier National Park Conservancy, Glacier National Park, Windfall and Western Montana's Glacier Country. Located in Missoula, Montana, the call center is integrated into Glacier National Park's phone system, ensuring visitors can easily access knowledgeable staff who can provide detailed information and assistance regarding the reservation system. This initiative aims to enhance visitor understanding and satisfaction by offering direct and accessible support.


Western Montana’s Glacier Country Role
  • Funding Partner


Goals and Objectives
  • Enhance Visitor Experience: Provide clear, accessible information to visitors about the vehicle reservation system to ensure a smooth and enjoyable visit to Glacier National Park.
  • Improve Accessibility: Provide comprehensive support and guidance to ensure all visitors unfamiliar with the reservation system have access to the information necessary to access the park.
  • Streamline Inquiries: Alleviate the burden on Glacier National Park's headquarters by diverting reservation system-related inquiries to a specialized call center equipped to handle a high volume of calls, thus reducing dropped and/or unanswered calls.
  • Provide Accurate Information: Deliver precise and clear information about how the vehicle reservation system works, reducing the perception that it prohibits people from visiting the park and alleviating frustration and anxiety around the system.
  • Reassure Visitors: Reassure visitors that they can access the park, reducing the likelihood of canceled plans due to misunderstandings about the reservation system.
  • Communicate Changes: Help visitors understand any changes to the reservation system year-to-year as the park works towards a more permanent plan.
  • Reduce Misinformation: Ultimately, reduce overall misperceptions and misinformation about the vehicle reservation system.

By achieving these goals, the project aims to create a more organized, efficient and enjoyable experience for all Glacier National Park visitors while preserving the park's natural environment.


Project Location

Glacier National Park, Montana


Project Timeline

2023 and 2024


Project Partners

Glacier National Park

Glacier National Park Conservancy

Windfall Inc.

Western Montana’s Glacier Country


Project Outcomes
  • Sustainable management of incoming inquiries to Glacier National Park headquarters about the vehicle reservation system.
  • Vacation Assistance: Transferred calls to Western Montana's Glacier Country call center when people ask for vacation assistance related to activities outside the park.
  • Increased capacity for visitor calls answered.
  • Streamlined communications.
  • Educated and empowered visitors.