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Outsourcing for Transportation Industry​

Outsourcing in the Transportation & Shipping Industry

In the transportation and shipping industry, operational efficiency and customer responsiveness are critical. Oworkers supports logistics providers, freight companies and carriers with specialized outsourcing services including multilingual customer support, shipment tracking assistance, data processing and back-office operations.

By combining trained industry agents with AI-powered tools, Oworkers helps companies reduce costs, manage peak volumes and deliver a reliable customer experience across global markets.

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insurance Industry Use Cases

01

USE CASE

Multilingual Customer Services for a Global Airline

Client Background and Challenges Faced

A leading international airline, operating flights to over 150 destinations in 80 countries, had been facing significant headwinds in its customer service operations. While renowned for its in-flight experience, its ground support was failing to meet the expectations of its diverse, global passenger base. This disparity was causing reputational damage and impacting customer loyalty.

Inconsistent Global Service

The airline had been using a decentralized model with multiple small, in-country vendors, which resulted in a fragmented customer experience.

Service quality, response times, and agent knowledge varied dramatically from one region to another, with customer satisfaction (CSAT) scores showing a 40% variance between the best and worst-performing regions.

Limited Language Capabilities

The airline had only been able to offer native-language support for 10 of the 45 languages spoken by its customers. This forced a majority of their international passengers to interact in English, leading to misunderstandings, frustration, and a CSAT score that was 30% lower among non-native English speakers.

Inability to Scale for Disruptions

During irregular operations (IROP) such as weather events or technical delays, call volumes would surge by up to 500%. The airline’s rigid internal and vendor staffing models had been unable to cope, leading to wait times exceeding two hours, high call abandonment rates (over 50%), and a cascade of negative social media sentiment.

High Operational Costs

Maintaining a global, 24/7 presence, even with its inconsistencies, had been a significant cost center. The airline’s cost-per-contact was 25% higher than the industry average due to inefficiencies, lack of scale, and the high cost of managing multiple vendor relationships.

Implementation Strategy

Oworkers.com was engaged to centralize and transform the airline’s global customer
service. We implemented a comprehensive, multilingual, and scalable solution designed to create a consistently superior customer experience.

1. Centralized Global Hub Model

We consolidated the airline’s support into three strategic global delivery centers, creating a unified ‘center of excellence’. This model ensured standardized processes, consistent training, and a single quality assurance framework across all regions.

2. Expanded Multilingual Support

oworkers.com deployed a team of native-speaking agents covering all 45 required languages. This team was not only fluent but also culturally attuned to the nuances of each market, providing services for reservations, ticketing, loyalty program management, and baggage claims.

3. IROP 'Burst' Capacity Team

We established a dedicated, cross-trained ‘burst’ team that could be activated within 30 minutes to handle sudden surges in contact volume.

This flexible staffing model allowed the airline to scale its support capacity by 500% during disruptions, ensuring that customer inquiries were handled promptly.

4. Omnichannel Service Platform

Oworkers.com implemented an integrated omnichannel platform that unified voice, email, chat, and social media support. This provided a seamless experience for passengers and gave agents a complete view of the customer’s journey and previous interactions.

Results Achieved

The partnership with oworkers.com yielded significant and measurable improvements across all key performance indicators.

  • Improved Customer Satisfaction: The airline’s global CSAT score increased from an average of 68% to 92% within 12 months. The gap between the highest and lowest performing regions was reduced to just 5%, demonstrating a new level of service consistency.

  • Enhanced Operational Efficiency: Average handling time (AHT) was reduced by 15% while first-contact resolution (FCR) rates improved by 30%. During IROP events, wait times were kept under 10 minutes, and the call abandonment rate dropped to less than 5%.

  • Significant Cost Savings: The centralized model and operational efficiencies delivered by oworkers.com resulted in a 35% reduction in the airline’s overall customer service costs, saving the company approximately $15 million annually.

  • Increased Ancillary Revenue: With agents better trained in the airline’s products, ancillary revenue generated through the contact center (e.g., seat upgrades, extra baggage) increased by 22% in the first year.

02

USE CASE

AI Integration for Tier 1 Tracking Answers for a Courier Company

outsourcing-tracking-parcel-for-courrier-company

Client Background and Challenges Faced

A top-5 global courier company, handling over 25 million packages daily, had been struggling with the overwhelming volume of routine customer inquiries. 

The single most common query, ” Where is my package? ” (WISMO), accounted for nearly 70% of all incoming contacts to their customer service centers.

Overwhelmed Human Agents

The company had been employing thousands of customer service agents whose primary function was to look up tracking information and relay it to the customer.

This was a repetitive, low-value task that led to high agent burnout and turnover rates (over 40% annually). It also meant that agents were not available for more complex, value-adding interactions.

High Service Costs

The cost of handling these simple, high-volume inquiries with human agents was substantial, representing an annual expenditure of over $50 million. This operational cost was a significant drag on profitability in the highly competitive courier industry.

Inconsistent Customer Experience

Despite the simple nature of the query, the customer experience had been inconsistent. Wait times during peak periods could exceed 15 minutes, and the reliance on human agents introduced the potential for error in relaying tracking details.

Inability to Provide 24/7 Instant Support

While the company had 24/7 operations, providing instantaneous responses across all channels globally had been impossible. Customers using digital channels like chat or email often had to wait for an agent to become available for a simple tracking update.

Implementation Strategy

Oworkers.com proposed and implemented a blended AI and human-agent solution designed to automate Tier 1 tracking inquiries while elevating the role of human agents to handle more complex issues.

1. AI-Powered Chatbot and Voicebot Deployment

We developed and deployed a sophisticated, AI-powered chatbot and voicebot integrated directly into the courier’s website, mobile app, and phone system. This bot was trained on millions of historical tracking inquiries to understand natural language and provide instant, accurate tracking information.

2. Seamless Human Handoff

The AI was designed for seamless escalation. If a query was too complex (e.g., a package was stuck in customs, or a delivery was disputed), the bot would instantly transfer the customer, along with the full context of the conversation, to a live agent.

3. Agent Role Transformation

With the AI handling the majority of routine inquiries, oworkers.com retrained the existing human agents to become logistics specialists. Their new role focused on complex problem-solving, managing delivery exceptions, handling high-value customer accounts, and proactive communication for delayed shipments.

4. Continuous AI Learning Loop

We implemented a system where agent interactions from escalated cases were used as training data to continuously improve the AI’s capabilities. This created a feedback loop that made the AI smarter and more capable over time, allowing it to handle an increasing percentage of inquiries.

Results Achieved

The AI-integrated solution fundamentally reshaped the courier’s customer service model and delivered transformative results.
  • Automation of Tier 1 Inquiries: Within six months, the AI system was successfully handling 85% of all incoming WISMO inquiries without any human intervention. This represented a deflection of over 15 million contacts per month from human agents.

  • Drastic Cost Reduction: The automation of high-volume, simple inquiries resulted in a 60% reduction in the cost-per-contact, leading to annual savings of over $30 million for the courier company.

  • Instantaneous Customer Support: Customers received instant, 24/7 responses to their tracking questions, reducing the average time-to-answer for a WISMO query from several minutes to less than two seconds. Customer satisfaction for tracking inquiries increased by 45%.

  • Elevated Agent Value and Satisfaction: Agent turnover decreased by 50% as their roles became more engaging and less repetitive.
    Freed from mundane tasks, the human agents were able to resolve complex issues 40% faster and were repurposed to provide proactive outreach to customers with at-risk shipments, improving the delivery success rate by 5%.

03

USE CASE

Data Processing for Tariffs for a Container Shipping Company

outsourcing-Data-Processing-for-Container-Shipping-Company

Client

A global container shipping line, managing a fleet of over 300 vessels and operating in more than 100 countries, had been facing extreme difficulty in managing its complex web of shipping tariffs.

The accuracy and timeliness of this data were critical for quoting customers, billing, and maintaining profitability, but their manual processes were failing under the weight of the complexity.

Massive and Dynamic Data Sets

The company had been dealing with tens of thousands of unique port-to-port tariffs, which were subject to constant change due to fluctuating fuel costs (Bunker Adjustment Factor), currency fluctuations (Currency Adjustment Factor), peak season surcharges, and port congestion fees. Their team of 50 pricing analysts had been unable to keep up with the volume of changes.

Manual and Error-Prone Processes

Tariff updates had been managed through a series of complex spreadsheets and manual data entry into their booking system. This process was not only slow, taking up to 72 hours to reflect a change across the system, but it was also highly susceptible to human error, with an error rate of over 8% in final quotes.

Revenue Leakage and Disputed Invoices

The delays and errors in tariff updates were causing significant revenue leakage. It was estimated that the company was losing over $20 million annually due to under-billing.

Furthermore, incorrect freight invoices led to a high rate of customer disputes, delaying payments and damaging client relationships.

Lack of Competitive Agility

The slow pace of updates meant the company could not react quickly to market changes. They were often late in adjusting prices to match competitor moves or take advantage of short-term market opportunities, costing them valuable market share.

Implementation Strategy

oworkers.com was brought in to re-engineer the entire tariff management process. We implemented a technology-driven solution supported by a specialized data processing team.

1. Centralized Tariff Management Platform

We developed a cloud-based platform to act as a single source of truth for all tariff data. This platform was designed to automate the ingestion of data from multiple sources, including public tariff boards, competitor monitoring services, and internal pricing decisions.

2. Automated Data Processing with Human Oversight

Oworkers.com implemented an automated workflow using Robotic Process Automation (RPA) to handle the extraction and structuring of tariff data. This was coupled with a team of specialized data analysts who would validate the automated inputs, manage exceptions, and handle complex, nonstandard surcharge calculations.

3.Real-Time System Integration

The new platform was integrated directly with the shipping line’s booking and invoicing systems via API. This ensured that any validated change in the tariff management system was instantly and accurately reflected in customer-facing quotes and final invoices.

4. Quality Assurance and Audit Trail

A rigorous, multi-layered quality assurance process was put in place, including automated validation rules and peer reviews for all manual entries. The system also created an immutable audit trail for every single change, providing full transparency for internal audits and regulatory reviews.

Results Achieved

The new, streamlined process for tariff management had a profound impact on the company’s financial performance and operational efficiency.

  • Drastic Improvement in Speed and Accuracy: The time required to update a tariff across the global system was reduced from 72 hours to less than 15 minutes. The data accuracy rate improved from 92% to 99.9%, virtually eliminating errors in quoting and billing.

  • Elimination of Revenue Leakage: With accurate, real-time tariff data, the company eliminated the estimated $20 million in annual revenue leakage. The rate of disputed invoices fell by over 90%, significantly improving cash flow.

  • Increased Profitability and Market Agility: The ability to make instant, accurate pricing adjustments allowed the shipping line to optimize its yield management.

    They were able to increase their profit margin by an average of 2% per TEU (twenty-foot equivalent unit). The company could also now react to competitor price changes within hours instead of days.

  • Significant Operational Cost Savings: The automation and specialized processing team provided by oworkers.com resulted in a 50% reduction in the internal cost of tariff management, even while handling a greater volume of data with higher accuracy.

The Global Engine of Commerce

The transportation and shipping industry is the lifeblood of the global economy, a vast and complex network responsible for moving goods and people across the world. The scale of this sector is immense, with the global logistics outsourcing market alone valued at over USD 1.1 trillion in 2024 and projected to exceed USD 2.1 trillion by 2035.

This dynamic industry, encompassing airlines, courier services, and maritime shipping, is currently navigating a period of unprecedented change, driven by technological innovation, shifting consumer expectations, and significant geopolitical and economic pressures. In this high-stakes environment, Business Process Outsourcing (BPO) has become an indispensable strategic tool.

It enables companies to enhance efficiency, manage costs, and improve customer satisfaction while navigating a landscape of increasing complexity. This presentation will explore the critical challenges facing the transportation and shipping industry and demonstrate how strategic outsourcing partnerships with providers like oworkers.com can deliver transformative solutions.

Key Challenges Facing the transportation Industry

The transportation and shipping sector faces a unique set of challenges that vary by segment but share common themes of cost pressure, operational complexity, and the demand for greater visibility and better customer service.

Airlines

outsourcing-for-transportation-industry
  • Volatile Profitability 
    The industry is notoriously fragile, subject to economic uncertainty, geopolitical tensions, and fluctuating fuel costs.

  • Operational Strain
    Record passenger demand (up 10.4% in 2024) and high load factors (83.5%) are straining capacity and service quality.

  • Workforce and Supply Chain Issues
    Aircraft delivery delays, aging fleets, and workforce shortages across critical functions create significant operational hurdles

Courier & Express Delivery

outsourcing-tracking-express-delivery-company
  • Intense Competition
    The e-commerce boom has led to a highly competitive market with increasing pressure on delivery speed and cost.

  • Last-Mile Complexity
    Managing the final leg of delivery efficiently and cost-effectively remains a major challenge.

  • Customer Expectations
    Customers now demand real-time tracking, precise delivery windows, and seamless, proactive communication.

Container Shipping

  • Cost and Rate Volatility
    Freight rates have seen remarkable volatility due to geopolitical events like the Red Sea disruptions, container shortages, and shifting trade lanes.

  • Documentation and Compliance
    Managing complex customs documentation, tariffs, and cross-border regulations is a significant administrative burden.

  • Lack of Visibility
    Shippers often face a lack of real-time visibility into their cargo’s location
    and status, leading to uncertainty and inefficiency.

The Strategic Benefits of Outsourcing

By outsourcing non-core yet critical functions, transportation and shipping companies can address these challenges head-on, unlocking significant value and gaining a competitive edge.

Cost Optimization & Scalability

  • Reduce high operational overhead associated with customer service, back-office, and data processing.

  • Convert fixed labor costs
    into variable costs that scale with demand.

  • Mitigate capital expenditure
    on non-core technology and infrastructure.

Enhanced Customer Experience

  • Provide 24/7 multilingual customer support
    to a global customer base.

  • Leverage AI-powered tools
    for instant, accurate responses to common inquiries like shipment tracking.

  • Improve first-contact
    resolution and overall customer satisfaction.
customer-services-for-transportation-industry
outsourcing-for-optimize-your-transportation-operations

Operational Efficiency

  • Streamline complex processes
    like customs tariff processing and freight auditing.

  • Leverage specialized expertise and technology
    to reduce manual errors and processing times.

  • Improve data accuracy
    for better decisionmaking and planning.

Focus on Core Competencies

  • Free up internal resources to focus on core activities
    such as network optimization, fleet management, and strategic growth.

  • Reduce the managerial burden
    of non-core operational departments.
outsourcing-tracking-container-for-shipping-industry
outsourcing-for-simplify-transportation-company-scalability

Scalability & Flexibility

  • Quickly scale support operations
    to handle peak seasons, service disruptions, or market expansion without long-term commitments.

  • Access a global talent pool
    to meet specific language or skill requirements.

oworkers

Your Partner for Transformation

oworkers.com provides a comprehensive suite of BPO services designed to meet the unique demands of the transportation and shipping industry.

We combine specialized expertise, advanced technology, and a commitment to quality to deliver solutions that
drive real business results.

Our key service offerings include:

  • Multilingual Customer Services: Expert support for airlines, shipping lines, and
    couriers, ensuring a superior experience for your global customers.

  • AI-Powered Support Solutions: Integration of AI and automation to handle highvolume inquiries, such as Tier 1 tracking support, freeing up human agents for more complex issues.

  • Complex Data Processing: Specialized teams for processing intricate data sets,
    including customs tariffs, freight invoices, and market rate analysis.

By partnering with oworkers.com, you can transform your operational challenges into competitive advantages, ensuring your business is agile, efficient, and customer-focused in the fast-moving world of transportation and shipping.

Oworkers : Your Strategic Partner inTransportation Outsourcing

oworkers.com is a leader in providing specialized BPO services to the Transportation & Shipping industry.

We understand the unique challenges and opportunities of the sector and deliver tailored solutions that drive measurable results.

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