Agriculture & Agribusiness
Agriculture BPO Services | Season-Shaped Grower Support
Agriculture runs on windows that do not reopen. A grower has a limited stretch of days to plant and another to harvest, and both are set by weather rather than by anyone's plan. Inside those windows, a combine that stops is not an inconvenience — it is a crop at risk, and the call that follows is at five in the morning or ten at night because that is when the machine failed.
Global Empire Corporation supports agricultural retailers, cooperatives, equipment dealers and input suppliers across grower support, parts and order desks and season-shaped overflow — staffed against an agricultural calendar rather than a flat business-hours roster that is idle in January and overwhelmed in September.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
In Harvest, Downtime Is Measured Against the Weather
Most industries measure downtime in cost per hour. Agriculture measures it against a forecast. A machine down during harvest is not costing a rental rate, it is costing the acres that will not be cut before the rain arrives, and everyone involved knows it. That is why the support expectation in season is close to absolute: the parts desk answers, the technical line answers, and the answer is specific enough to act on before the window closes.
Out of season the same operation looks entirely different. Volume collapses, questions turn to planning, agronomy and next year's inputs, and a center staffed for September is carrying idle capacity through the winter. Agriculture is one of the few sectors where a flat annual roster is wrong in both directions at once, and where the seasonality is predictable enough to staff against properly.
- Peak-season coverage staffed to planting and harvest windows, not to a flat annual headcount
- Parts and order desks answering in the early mornings and late evenings when equipment actually fails
- Agronomy and product questions routed to qualified staff instead of guessed at by an agent
- Dealer, branch and cooperative locations routed individually rather than into one national queue
For ag retailers, cooperatives, equipment dealers and input suppliers
Agribusiness Support Services We Deliver
Parts & Service Desk
Parts lookup, availability and ordering during the hours equipment actually breaks, which is not nine to five.
Grower & Member Support
Account, delivery, contract and settlement questions for growers and cooperative members.
Order & Delivery Coordination
Input orders, delivery scheduling and application timing, where a day's slip can miss a spray window.
Seasonal Overflow
Trained surge capacity for planting and harvest, arranged against the calendar rather than recruited into the peak.
Technical Triage
First-line equipment and product questions resolved or captured properly before a technician is dispatched.
Agronomy Call Routing
Agronomic questions routed to qualified agronomists, with the field, crop and stage detail already captured.
Dealer & Branch Support
Multi-location dealer networks and cooperative branches, each with their own inventory, staff and hours.
Grain & Contract Enquiries
Delivery slots, contract status and settlement questions during the weeks when elevators are busiest.
How an Agricultural Program Gets Built
The calendar drives everything, and it is one of the few calendars that can be planned a full year ahead.
Map the season
Planting, spray windows, harvest and settlement periods for your crops and your geography. Rosters are built backward from those dates.
Set in-season hours
Peak coverage means early mornings and late evenings, because that is when equipment fails and when growers are off the field to make a call.
Draw the agronomy line
Agents capture field, crop, stage and symptom and route. They never advise on rate, product choice or application, all of which are licensed or liability-bearing decisions.
Wire parts availability
An agent who can confirm a part is on the shelf at a named branch has solved the call. One who takes a message has moved it.
Route by location
Dealers, branches and elevators differ in inventory, staff and hours. Callers reach theirs, not a national queue.
Related services
Build a complete support program
Frequently asked questions
Can agents answer agronomic questions?
No, and this is the clearest boundary on an agricultural program. Rate, product selection, tank mixing, application timing and anything touching a label or a restricted-use product are decisions made by qualified, often licensed people, and a wrong answer can damage a crop or breach a label requirement. Agents capture the field, crop, growth stage and what the grower is seeing, then route to your agronomist. Capturing it well means the agronomist calls back informed rather than starting over.
How do you staff for a season that moves with the weather?
By planning the shape and staying flexible on the dates. The sequence is reliable — planting, spray windows, harvest — but a wet spring shifts everything by weeks, so coverage is built with trained bench capacity that can be brought forward or held back rather than fixed calendar dates. Agencies that hire to a fixed date find themselves fully staffed during a rain delay and short when the fields finally dry out.
Our busiest hours are before dawn and after dark.
That is the normal pattern and it is the main reason to use an outside desk. Equipment fails when it is running, and it runs at first light and after sunset in season, while growers themselves are only free to call at the ends of the day. Coverage is built to your real curve, which for most agricultural clients means extended early and late hours through the peak weeks rather than genuine round-the-clock cover.
Can agents look up parts?
Where you give the desk access to inventory, and it is worth doing, because a confirmed part at a named branch ends the call and a message does not. Agents identify the part from model and serial detail, confirm availability, and place or reserve the order under your rules. Where a part is not available, the useful answer is when it can be and what the alternative is — a grower with a machine down needs a plan, not a callback promise.
We are a cooperative with member-owners, not customers.
Then the desk should reflect that, because the relationship genuinely differs. Members have equity, patronage and governance interests alongside their trading account, and they expect to be recognized as owners rather than treated as buyers. Agents work from your member records, handle patronage and settlement questions to your rules, and route governance matters to your staff. Tone matters more here than in most sectors and it is briefed explicitly.
Do you handle grain delivery and contract questions?
Yes, and the timing is what makes it useful. Delivery slots, moisture and grade questions, contract status and settlement inquiries all concentrate into a few extremely busy weeks when your elevator staff are physically handling trucks. Agents answer from your systems where access allows, and route pricing, contract changes and anything that commits a position to your merchandising team, because those are trading decisions rather than service ones.
Can you support multiple dealer locations?
Each location is configured with its own inventory access, staff, hours and escalation contacts, and callers are routed by the location they deal with. This matters more in agriculture than in most sectors, because a grower's relationship is with a specific branch and specific people they have dealt with for years. A desk that answers as an anonymous national line, unable to say whether the part is on the shelf twelve miles away, is worse than the branch's own voicemail.
What does agricultural support cost?
It is shaped by the seasonal curve more than by anything else: how sharp your peaks are and how many weeks they run, the hours covered in and out of season, how many branches or dealer locations need their own routing and inventory access, whether the desk runs parts ordering or captures and forwards, and whether grain and contract inquiries are in scope. The point of the model is that you pay for September's capacity in September rather than carrying it through February. We quote per operation.
TESTIMONIALS
Our trusted clients
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
We believe excellent customer service provides the sharpest competitive edge. Global Empire shares that same vision and works closely with us to deliver the best possible service quality. Their partnership supports our ongoing commitment to excellence.
The main reason we work with Global Empire is the ‘red carpet’ treatment. They have the best group of agents I’ve worked with in over 20 years, and they consistently maintain high standards for compliance and customer interactions. They lead by example.
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
One of our members struggled with registration and called our toll-free number. The Global Empire agent remained calm, extremely helpful, and professional throughout a long troubleshooting process. Because of that call, the customer remained loyal — and that is a huge asset.
Global Empire is over-delivering on SPH and sales targets. Their performance has helped us reduce acquisition costs significantly, and they have proven to be the missing link in our growth strategy.
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
Our business relationship with Global Empire has been long and very satisfying. Their employees deserve full credit for the professionalism and consistency they bring to every interaction. I know firsthand how stressful frontline work can be, and their team delivers every time.
Global Empire has been an integral part of our business for years. Our customers expect to speak with someone who can assist immediately, and their team consistently delivers. They maintain professionalism, empathy, and flexibility, making it easy to work together.
With so much outsourcing in the answering services space, it was a relief to find a provider that is truly efficient. The pricing is excellent, onboarding was smooth, and our clients were far happier speaking to a live operator instead of voicemail.
We have partnered with Global Empire for over 15 years and they remain a crucial part of our 24/7 operations. They support multiple sites across states, and we couldn’t be happier with their service, reliability, and long-term consistency.
Field and site operations
Related industry programs
Neighbouring sectors that buy the same capability for a different operation.