Agreed shift coverage
Specify night and weekend queues, handovers and escalation contacts; 24/7 coverage needs an agreed staffing plan.
Industry
Logistics BPO Services for Freight, Tracking and Dispatch
Published · Last updated
Direct answer
Actigy BPO runs logistics operations: track-and-trace, documentation, dispatch support, exception handling, freight billing and customer service. Trained teams work inside your transport management system (TMS) and support tools, with documented playbooks, QA and coverage up to 24/7, set per engagement.
Describe your workflow, volume and required coverage. You decide on a pilot after reviewing the written scope.
Scoped access · You own the SOPs · Pilot before you scale
According to Actigy BPO, logistics outsourcing needs an agreed shift plan, TMS access and an owner for delivery exceptions. Published attrition figures use different definitions, so compare them in the BPO attrition rate benchmark before you rely on one.
What logistics operators outsource
Common logistics workflows include:
Track & trace
Documentation & data entry
Dispatch & driver support
Exception handling
At a glance
Logistics BPO at a glance
| Provider | Actigy BPO (Prague; delivery in Bulgaria, Romania, Poland and Ukraine) |
|---|---|
| Industry | Logistics & Mobility |
| Managed workflows | Track & trace, Documentation & data entry, Dispatch & driver support, Exception handling, Billing & freight audit, Customer service |
| Pricing model | Monthly FTE pricing based on roles, hours, volume and agreed oversight |
| Engagement | Managed team or staff augmentation |
| Team includes | Proposed operators, named supervision and QA responsibilities |
| Coverage | Up to 24/7, set per engagement |
| Delivery region | Bulgaria, Romania, Poland and Ukraine (Central and Eastern Europe) |
| Controls | Approved TMS access, escalation rules, record retention and QA checks |
| Time to pilot | Agreed after access, training and shift coverage are reviewed |
| You keep | Policy, approvals, and final decisions |
How does outsourced support fit logistics operations?
Actigy BPO, a nearshore BPO company based in Prague, gives logistics and mobility operators trained teams. These teams handle shipment tracking, documents, exceptions, driver and dispatch support, and customer queries. The team works inside your transport-management and support systems. Logistics runs on constant coordination, often around the clock.
Work follows documented playbooks with clear escalation for exceptions and delays, and quality is sampled and reported. Coverage can extend to nights and weekends, up to 24/7, set per engagement. You keep network and routing decisions. The delivery team keeps the operational and customer-facing work flowing.
Night and weekend queues, peak seasons and delivery exceptions create uneven workload. Agree the forecast, extra shifts, staffing availability and notice needed to change capacity. Mobility and fleet platforms add high query volume from drivers and customers. The team answers routine queries to your playbook and escalates exceptions to your team.
Capabilities
Which logistics workflows can move to a managed team?
The logistics team runs the six workflows below, from track and trace to customer service. Each workflow follows documented procedures with QA and audit-ready records. Your team keeps policy, risk and final decisions. Each card below links to the service page for that workflow.
Track & trace Shipment status monitoring, milestone updates, and proactive exception flags.
Documentation & data entry Shipping documents, POD processing, and order data entry with accuracy checks.
Dispatch & driver support Dispatch coordination and driver query handling to your processes.
Exception handling Delays, exceptions, and escalations managed to documented playbooks.
Billing & freight audit Invoice processing, freight-bill audit, and accounts payable support.
Customer service Shipper and consignee support across phone, email, and chat.
Which document and claims-support outputs should the scope name?
Name the required output and client decision owner for each logistics queue. The checklist below makes the existing documentation, freight-audit and exception work specific. Each task still needs written approval before it is included.
| Task to scope | Operational output | Client retains |
|---|---|---|
| Bill of lading (BOL) processing | Match shipment identifiers and required fields to approved records; flag missing or conflicting details. | Approval of disputed shipment facts, terms and document changes |
| Proof of delivery (POD) | Attach the received record to the shipment and route missing, unreadable or disputed evidence. | Delivery-dispute decisions and acceptance of exceptions |
| Freight billing and audit | Compare invoice lines with approved rates and supporting records; prepare discrepancies for review. | Rate terms, credit decisions and payment release |
| Claims-support handoff | Collect approved shipment records, event notes and correspondence for the named claims owner. | Liability, claim acceptance or denial, settlement and legal decisions |
For track-and-trace and dispatch support, record the source update, action, next step and owner. Network, routing and operational approvals remain with your team. Missing documents or disputed instructions need escalation, not an invented status.
Do you need logistics BPO, a 3PL or more software?
Use Actigy BPO when a defined queue needs people to check shipment records, follow up and handle exceptions in your approved tools. This is back-office support, not a contract to transport freight or operate a warehouse. Physical logistics stays with you, your carrier or your third-party logistics (3PL) provider. If a system feature or integration is missing, scope a software project instead.
A transport management system can hold shipment data and automate approved steps. It does not remove the need for someone to resolve a missing POD or route a disputed invoice. Document what the system does, what operators may do and what must reach your decision owner. This service does not replace your TMS or take over routing authority.
Which logistics operators use managed support?
Carriers, delivery operators and mobility platforms can assess this model for defined logistics queues and extended-hours needs. Buyer types to consider include:
- Carriers, 3PLs, and freight forwarders
- Last-mile, courier, and delivery operators
- Mobility and fleet platforms with high query volume
- Logistics teams needing 24/7 operational coverage
- Operations leaders reducing exception and billing leakage
When does managed logistics support fit?
When the model is a strong fit
- You need around-the-clock operational and customer coverage
- Track-and-trace and exception handling strain your team
- Documentation and data-entry volume is high and error-prone
- Freight billing and audit need consistent processing
- You want documented playbooks and QA, not ad-hoc staffing
When the model may not fit
- You need a TMS or routing platform rather than an operations team
- Your work requires staff physically at a warehouse or dock
- Your volume is too low to justify a managed team
Delivery controls
What do logistics teams gain from a managed operations team?
The delivery model combines extended coverage, playbook-driven exceptions and billing accuracy. Four traits matter most to logistics teams:
Playbook-driven exceptions
Delays and exceptions handled to documented rules with clear escalation.
Billing accuracy
Check freight invoices against approved rates and terms, flag differences, and measure dispute and leakage trends.
Visible performance
SLA, backlog, and exception metrics reported for continuous improvement.
Delivery method
How does a new logistics operations team go live?
Use these seven steps to scope and test a logistics team. Confirm TMS permissions, shift handovers and exception owners before live work. Expansion depends on pilot results and agreed capacity.
- 01
Process audit
The team maps the current workflow, volumes, systems, exceptions and quality bar, so scope and staffing rest on evidence.
- 02
SOP & KPI design
The team writes the standard operating procedures (SOPs) and agrees the key performance indicators (KPIs) and service levels before live work starts.
- 03
Team selection
The team selects operators and team leads who match your domain and your tools.
- 04
Training & knowledge transfer
Structured onboarding covers your SOPs, edge cases and systems. Each operator gets sign-off before the team carries production volume.
- 05
Pilot
A controlled pilot tests quality, throughput and turnaround against the agreed KPIs. The team tunes the process before scaling.
- 06
Scale
The team ramps to full volume with capacity planning, coverage models and the reporting cadence agreed up front.
- 07
Continuous improvement
Review QA samples, recurring shipment exceptions and monthly queue results to decide which process changes to test.
Related services and industries
Services
Industries
Resources
Visibility
What should monthly logistics reporting cover?
Actigy BPO reports the numbers that matter for logistics operations and reviews them with you on a fixed cadence. Outsourced work should make quality more visible, not less. The same reporting model runs for ecommerce and marketplace operations. Each report covers:
- A QA sample of completed work, scored against the accuracy bar agreed at go-live
- SLA attainment - turnaround and throughput measured against your targets
- Volume, backlog, and exception trends, so capacity stays ahead of demand
- Root-cause notes on any error, with the SOP change made to prevent a repeat
- A monthly business review with your point of contact and the team lead
Engagement model
How is logistics and mobility support priced?
Actigy BPO prices logistics operations per full-time equivalent (FTE) by role, based on scope, volume and complexity. The model follows the cost-to-quality ratio. The quote should identify roles, hours, supervision and exclusions. Many teams run freight invoice processing and customer support under the same delivery team, with a single point of contact. The written scope lists the roles, quality thresholds and cost before the pilot starts.
First queue
Which logistics queue should move to an outsourced team first?
Actigy BPO recommends a first queue with clear rules, steady volume and a visible backlog. For most operators, that is track-and-trace updates, shipping documentation, exception handling or freight-bill audit. Each of these queues has a documented playbook, a measurable service level and a clear escalation owner.
The operator keeps network and routing decisions. The team works inside your transport management system and support tools, and it escalates any case outside the playbook. A paid pilot on one queue tests accuracy, turnaround and escalation before the scope grows to nights, weekends or more queues.
Good pilot cases include a delayed shipment, a missing document, a disputed freight invoice, a driver query outside business hours and a customer complaint. The pilot scores accuracy, speed, escalation and whether each operator stopped at the authority boundary.
FAQ
Frequently asked questions
Which logistics processes can be outsourced?
Actigy BPO handles track-and-trace, shipping documentation and data entry, dispatch and driver support, exception handling, freight billing and audit, and customer service. All work runs inside your transport-management and support systems with QA.
Can the team provide 24/7 logistics coverage?
Coverage up to 24/7 can be scoped, but it is not included automatically. Specify routes, queues, time zones, languages and escalation contacts. Confirm staffing availability, handovers and the response targets in the written proposal.
Can the team handle freight billing and audit?
The freight-billing team can check invoices against your approved rates and terms and prepare exceptions for review. Your team retains authority over disputed charges, credits and payment release. Assess accuracy, unresolved differences and processing time in the pilot; savings are not guaranteed.
How are exceptions and delays managed?
The logistics team handles exceptions and delays to documented playbooks with clear escalation thresholds. Issues get consistent action, and the right ones reach your team quickly. The team reports exception performance every month.
What to confirm before a pilot
Use these six questions to scope the engagement. Here are the short answers.
Start with a paid pilot
Test shipment updates, documents and exception escalation on a paid pilot before adding queues or shifts.
Staffing-based pricing
Review the proposed roles, hours and cost per FTE, including notice and minimum terms for capacity changes.
You own the documentation
SOPs and process knowledge stay yours, so switching costs stay low.
Clean exit
If you end the engagement, the delivery team returns current documentation and supports the handover.
Data protection
Agree TMS permissions, shipment-data handling and logging. ISO 9001-aligned and SOC 2-aligned; not certified or audited.
Time zones
Specify the time zones, shift boundaries and handovers needed for each queue. Nights, weekends and 24/7 coverage require an agreed staffing plan.
Outsource the process. Keep control of the outcome.
Tell us what process you want to outsource. The scoping team will assess scope, complexity, staffing model, and delivery cost.
Describe your workflow, volume and required coverage. You decide on a pilot after reviewing the written scope.