Tracking Calls Handled So Dispatch Can Dispatch
Status enquiries, exception follow-up and carrier chasing taken off the desk of the people moving freight.
What we usually hear
Your dispatchers spend half their day answering "where is my load". Every one of those calls is a minute not spent solving the actual delivery problem behind it.
Where a crew fits
A dedicated crew takes the status calls and routine follow-up, escalating only genuine exceptions so your operations team works on exceptions instead of enquiries.
What agents handle in logistics & freight
Scope is agreed in writing during onboarding. These are the tasks that come up most often.
Shipment tracking calls
Status enquiries answered from your TMS or tracking system.
Delivery exception follow-up
Chasing failed deliveries and arranging redelivery.
Carrier and driver follow-up
Routine check calls and status confirmation.
Quote enquiries
Capturing freight enquiry details for your pricing team.
Documentation chasing
Following up on proof of delivery and missing paperwork.
Dispatch administration
Data entry and status updates in your operating system.
Where agents sit in the process
Your version of this is agreed during onboarding. This is the shape it usually takes.
- Enquiry arrives From a customer, broker or carrier.
- Agent looks up the shipment In your TMS or tracking platform.
- Answers or investigates Status given, or the exception worked using your process.
- Escalates real problems Genuine service failures routed to operations with full context.
- Updates the record Contact and outcome logged against the shipment.
Services that fit this industry
Inbound Customer Support
Dedicated agents answer your incoming calls, resolve routine questions and document every conversation in your systems.
From $4.99/hrEmail & Ticket Support
Agents work your support inbox and helpdesk queue, replying accurately and keeping the backlog under control.
From $2.99/hrCustomer Follow-Up
Agents run structured post-sale contact — check-ins, renewals, review requests and win-back campaigns.
From $5.99/hrCRM Management & Data Support
Agents keep your CRM accurate: data entry, deduplication, pipeline hygiene and reporting support.
From $2.99/hrWorth reading before you start
How Many Customer Support Agents Does My Business Need?
A step-by-step method for turning your contact volume and handling time into an honest agent count, including why the naive calculation understates it.
8 min readRead →In-House vs Outsourced Customer Support
What each model actually costs, what you give up, and the specific situations where in-house beats outsourcing regardless of price.
9 min readRead →How Much Does Outsourced Customer Support Cost?
The pricing models providers use, what moves the rate, which costs sit outside the hourly rate, and how to compare two quotes that look different on purpose.
9 min readRead →See exactly how this team gets built
Discovery, team design, agent selection, training, launch, QA, reporting and scaling — every stage has its own page.
What agents will not do
Being explicit about the boundary protects you as much as us. These limits are written into the script before a single conversation happens.
- Agents provide administrative and customer-contact support. They do not make routing, safety or compliance decisions.
- Claims for loss or damage are captured and routed, not adjudicated.
- Access is scoped to the tracking and administrative functions the role requires.
Logistics & Freight FAQs
Can agents work in our TMS?
Generally yes, with a scoped user account. If the system is unusual we will tell you during scoping whether the training investment is realistic.
Can agents make dispatch decisions?
No. They handle enquiries and routine follow-up; operational decisions stay with your dispatchers.