Customer experience is equally as important as delivery in the line of logistics and transportation business. Be it a cargo miss, an invoice inquiry, or an inquiry, customers want quick factual and efficient assistance. That’s why many logistics firms are now embracing logistics call center outsourcing and transportation back office support to strengthen their customer service operations.
Compared to the conventional in-house cautions that can only handle large volumes of inbound or outbound calls or operate within time constraints, call centers outsourcing call logistics are relatively accessible, can operate on an around-the-clock basis, accommodate multilingual agents and train agents to appreciate the nature of freight, shipping and documentation.
When you outsource your logistics back office (e.g. customer support) your core team can remain focussed on operations, planning routes and making deliveries, while professional agents answer the phones, check the inbox and reply to queries. The move not only increases the speed of response; it also raises customer satisfaction levels and retention.
A key advantage of transportation back office outsourcing is access to industry-trained personnel who are familiar with bill of lading (BOL), proof of delivery (POD), tracking systems, carrier communication, and freight rate inquiries. Such agents will be able to solve problems quicker, lightening the load on the in-house logistics forces.
Also, outsourcing the call center for the logistics can have complex CRM systems in combination with real-time traces and order monitoring applications. This enables them to make proper updates and solutions, and this enhances your brand trust and quality of service.
As the competition rises and stress on transparency in logistics also rises, firms that provide speedy, assistive, and informed assistance will rise. Supporting call center and back office activities through outsourcing guarantees the uniformity of communications, improved SLA rates and quantifiable customer experience gains.
Whether you’re a 3PL, freight forwarder, courier company, or carrier, logistics call center outsourcing and transportation back office solutions can significantly reduce costs and increase efficiency, while helping you build stronger relationships with your clients.
