Reduce routine shipment inquiries and keep dispatch focused on critical exceptions
Shipment-status questions and delivery exceptions are the two things most likely to clog a dispatcher's queue when they don't need to. ExpertCallers runs logistics BPO services that deflect routine status inquiries through AI-assisted self-service and route exceptions that actually require judgment — a delayed shipment, a rebooking, a time-sensitive reroute — to a team that's already reviewing the same case and shipment data your dispatch operation uses.
The result is fewer routine interruptions for dispatch, faster handling of shipment exceptions, and clearer coordination between customer support and operation.
Logistics BPO Services We Provide
ExpertCallers supports customer-, carrier-, and shipment-facing workflows across the transportation
lifecycle, aligned to your dispatch processes, shipment volumes, and escalation requirements.
Shipment Visibility & Exception Support
Shipment Tracking & Status Support
Handles routine shipment-status inquiries across supported channels, helping reduce avoidable status requests reaching dispatch while escalating unresolved or exception-based cases to the appropriate team.
Delivery Exception Management
Manages communication around delays, missed delivery windows, and failed deliveries, including rebooking, rescheduling, and rerouting support within agreed workflows.
Dispatch & Freight Coordination
Dispatcher Support
Coordinates customer-facing support with dispatch by capturing relevant case details, communicating shipment exceptions, and following defined handoff and escalation procedures.
Freight Booking & Scheduling
Handles freight booking requests, carrier scheduling, reservation changes, and related coordination, while escalating capacity, timing, or routing issues that require operational approval.
Billing, Claims & Partner Support
Billing & Payment Support
Handles invoice inquiries, payment-related questions, and billing disputes, with cases requiring further review routed to the appropriate finance or client-side team.
Returns & Claims Support
Manages return authorization requests and damage or loss claims intake, capturing the required information and routing cases through agreed claims-resolution workflows.
Carrier & 3PL Support
Supports carrier, partner, and 3PL accounts with onboarding queries, shipment coordination, and account-level inquiries, while routing contractual or operational issues to the appropriate client-side owner.
How ExpertCallers Fits into Your Operation
ExpertCallers aligns support workflows with your existing shipment, dispatch, and case-management environment,
with defined system access, handoffs, escalation paths, and channel coverage established during onboarding.
Systems
Integrates with TMS, dispatch, and the latest CRM platforms already in use
Channels
Phone, email, chat, and SMS status alerts, covering the channels shippers and end customers actually use to check on a delivery
Handoffs
Exceptions flagged by support are visible to dispatch in the same system, not relayed through a ticket or a phone call
Escalation paths
Defined thresholds for when a delay, dispute, or claim escalates from frontline support to a senior agent or directly to your dispatch/ops team
AI-Augmented Delivery With Human Accountability
ExpertCallers applies AI selectively across logistics support workflows to improve speed and
consistency, while keeping operational accountability with human teams.
| Function | AI-Augmented | Human Oversight |
|---|---|---|
 Shipment-status inquiries | AI-assisted self-service resolves routine "where is my shipment" contacts | Agents step in only when the automated answer doesn't resolve the contact |
 Delivery exception triage | AI flags and prioritizes exceptions by urgency and impact | The human agent decides on rebooking, rerouting, or compensation |
 Dispatch coordination | AI keeps support and dispatch systems in sync | Dispatcher retains final call on route/schedule changes |
 Quality assurance | Automated QA scores interactions for compliance and accuracy | Human QA review on flagged and escalated interactions |
Performance & SLA Governance
KPIs tracked : first-contact resolution on status inquiries, average exception-resolution time, dispatcher escalation volume, customer satisfaction on rebooking outcomes
Governance model : performance is reviewed on a recurring basis against these KPIs, tying customer support outcomes directly back to dispatch and operations stakeholders rather than filing them into a separate report
Quality assurance : Sampled and flagged interactions are reviewed against agreed criteria for accuracy, process adherence, documentation, and escalation handling.
Performance reporting : Recurring reports cover KPI trends, QA findings, SLA performance, and areas requiring corrective action.
Why ExpertCallers for Logistics & Transportation Customer Operations
Logistics-Specific Workflow Ownership
Support is structured around shipment inquiries, exceptions, bookings, claims, billing, and partner interactions rather than a generic customer-service queue.
Defined Operational Accountability
Roles, handoffs, escalation ownership, and service expectations are established during onboarding so responsibilities between support, dispatch, and client-side operations are clear.
Coverage built for Time-Zone-Sensitive Freight Volume
Blended delivery across India, the Philippines, and South America (Spanish-language) gives these transportation BPO services the elasticity to meet time-zone-sensitive shipment-volume needs.
Dedicated B2B and 3PL Customer Support Workflows
Carrier, partner, and 3PL customer support outsourcing stays separate from consumer-facing support, with a defined escalation path to dispatch/ops.
Trusted by Clients
ExpertCallers has extensive experience in Providing Proficient Logistics & Transportation Call Center Services Worldwide
Got Questions? We Have Answers
Support and dispatch share the same case and shipment data through our logistics customer support outsourcing model, so exceptions reach dispatch immediately rather than after a manual handoff.
Commonly outsourced logistics functions include shipment tracking, exception handling, freight booking, billing support, claims, carrier coordination, and customer support.
It varies by client, but routine status inquiries, typically the largest single contact category, are consistently the best fit for AI-assisted deflection, freeing agents to handle exceptions that require judgment.
B2B carrier and partner accounts are handled through a dedicated queue, separate from end-customer support, so account- and contract-level questions don't get routed through the consumer-support flow.
Shipment tracking, delivery exceptions, dispatcher coordination, freight booking, billing, returns and claims, and carrier/3PL support, covering most of a transportation operation's customer-facing contact volume in one place.
Phone, email, chat, and SMS status alerts, covering the channels shippers and end customers actually use to check on or manage a delivery.
AI handles routine status deflection and flags exceptions by urgency; agents make the judgment calls on rebooking, rerouting, compensation, and anything AI can't resolve on its own.
Schedule a Free Consultation
Book a free 30-minute consultation with our experts to discuss your specific needs and learn how we can help.
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