At a glance
Teams BPO supports managed logistics, mobility and transportation support across dispatch, shipment administration and exceptions through managed teams aligned to client procedures, service levels and escalation requirements.
Teams BPO supports managed logistics, mobility and transportation support across dispatch, shipment administration and exceptions. The service group is designed for logistics, transportation, mobility and operations leaders that want to move defined operational work into a managed delivery model with clear accountability and performance measures.
Logistics and mobility operations
Operations support can include:
- Reservation support
- Booking changes
- Cancellations and refunds
- Travel disruption support
- Airline and hotel support
- OTA customer support
- Loyalty support
- Payment support
Delivery model
Teams BPO provides operations teams, team leadership, QA and reporting for logistics, dispatch and exception-management workflows. Coverage can be aligned to shipment volumes, operating hours and the communication needs of the operation.
Performance management
Logistics operations can be tracked through responsiveness, exception aging, completion and service quality. Measures can include:
- Response time
- Resolution time
- Rebooking turnaround
- Refund turnaround
- CSAT
- First-contact resolution
- Backlog age
Reviews should consider exception volume, resolution time, backlog and communication quality together.
Technology in the workflow
Dispatch, tracking and workflow tools can improve visibility and automate routine updates. Teams focus on exceptions, coordination and follow-up.
When this model fits
This model works well for recurring dispatch, shipment and exception-management workloads that require consistent coverage and follow-up.
Building the right team
Teams can be structured around operating hours, shipment volumes, exception types and communication channels, supported by team leadership and QA.