Car Rental & Fleet Operators
Car Rental BPO Services | Reservations, Roadside, Claims
Car rental support is unusual in one specific way: for the duration of the rental, the customer is driving several thousand dollars of your property, and a meaningful share of your contact volume is about something that has happened to it. A breakdown on an interstate at midnight, a collision in another state, a vehicle that has not come back — these are not service inquiries, they are operational incidents that happen to arrive by phone.
Global Empire Corporation supports rental operators, franchise networks and fleet lessors across reservations, in-rental assistance, damage and claims intake, and toll and citation administration — with the incident calls triaged ahead of the queue rather than sitting behind someone asking about a weekend rate.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
The Damage Conversation Decides Whether You Get Paid
Every rental operator loses money to damage recovery, and most of it is lost at the point of contact rather than the point of impact. A customer who first hears about a charge weeks later, by email, with a photograph attached and no explanation, disputes it — and a disputed card charge costs the recovery, the chargeback fee and often the customer. The same damage, raised on a call at return with the condition report and the customer's own signature referenced, is usually accepted.
The in-rental incidents are where the reputational risk sits instead. A customer stranded at night wants one thing: a clear answer about what happens next and when. What loses them permanently is not the breakdown, which they know you did not cause, but forty minutes on hold followed by a transfer to a roadside provider who has no record of them.
- Breakdown, accident and stranded-customer calls triaged ahead of the reservation queue
- Damage raised at return with the condition record referenced, not by email weeks later
- Toll, citation and administrative charge queries answered before they become disputes
- Airport and seasonal peaks absorbed without counter staff answering phones mid-transaction
For rental operators, franchise networks and fleet lessors
Rental Support Services We Deliver
Reservations & Modifications
Bookings, changes, cancellations and rate questions handled against your live availability and fleet mix.
Roadside & Breakdown Coordination
Stranded customers handled as an incident: location, safety, vehicle status, and a committed next step with a time.
Accident & Damage Intake
First notice of an incident captured properly — location, parties, police report, injuries, drivable or not — for your claims team.
Damage Recovery Support
Post-return damage explained against the condition record, which is what turns a recovery into a payment rather than a dispute.
Toll & Citation Administration
The highest-volume, lowest-value contact in the sector, answered from your records instead of tying up a counter.
Late Return & Recovery Support
Overdue vehicles worked by outbound contact under your escalation rules, before it becomes a recovery matter.
Corporate & Fleet Accounts
Negotiated-rate accounts, driver authorization and billing questions handled to the account's own terms.
Loyalty & Membership Support
Tier benefits, counter-bypass enrolment and points questions for the customers who rent most often.
How a Rental Program Gets Built
Incident triage is defined before anything commercial, because those calls cannot queue behind a rate inquiry.
Define the incident path
Agree what counts as an incident, what an agent does in the first sixty seconds, and who is reached immediately. Safety questions come before vehicle questions, always.
Fix the damage script
Agree exactly how damage is raised, what the agent may reference, and what they may never do — which is negotiate an amount on the call.
Map location and branch routing
Airport, city and franchise locations have different hours, fleets and rules. Callers are routed by location rather than into one national queue.
Wire the toll and citation flow
Decide what agents can see and resolve outright, because anything they cannot answer here becomes a dispute later.
Staff to the season
Summer, holidays and local events drive rental volume in ways a flat roster cannot absorb. Coverage follows the demand curve.
Related services
Build a complete support program
Frequently asked questions
What does an agent do when someone has had an accident?
Safety first and information second, in that order and never reversed. Is anyone hurt, are you in a safe position, have emergency services been called. Only then the vehicle, the location, the other parties and the report number. The agent follows your escalation rules to reach whoever handles claims and roadside, and does not discuss fault, liability, coverage or what the customer will be charged. Those determinations are not theirs and a casual remark on that call can surface later in a claim.
Can agents tell a customer whether their insurance covers something?
No, and the boundary is trained hard because customers ask constantly and in obvious distress. Agents can state what products are on the rental agreement and what your published terms say those products are. What they cannot do is interpret the customer's personal policy, their credit card benefit, or how a claim will settle. That gets routed. An agent who reassures someone they are covered, wrongly, has created a very expensive expectation.
How do you handle damage without triggering a chargeback?
By raising it early, referencing the record, and never negotiating on the call. The recovery that gets disputed is the one that surprises the customer, so the aim is to have the conversation at or near return, with the condition report and the customer's own check-out signature in front of the agent. Where a customer disagrees, the agent logs the dispute and routes it rather than defending the charge — arguing on the phone converts a recoverable amount into a chargeback plus a review.
Can you support a franchise network with independent locations?
Yes, and it needs deliberate setup because franchisees genuinely differ — hours, fleet, local rates, deposit rules and who they want called at two in the morning. Each location is configured with its own rules and escalation contacts, and callers are routed by the location they booked rather than into a single national queue that then has to transfer them. Getting this wrong is how a caller is told a policy that does not apply at the branch holding their reservation.
Tolls and citations generate most of our calls. Can that volume drop?
It can, and usually the largest gain is not on the phone at all. Agents answering from your records resolve most of these outright instead of tying up a counter, which fixes the cost. But the volume itself is driven by how clearly the charge was explained at the outset — an administrative fee that appears on a card with no context will always generate a call. We will report what customers are actually asking, and if the fix is in your rental agreement or your notification email, we will say so.
Do you handle overdue vehicles?
Up to the point where it stops being a customer service matter. Agents make the outbound contacts under your escalation schedule, establish whether this is a customer who simply forgot, one who intends to extend, or one who has stopped responding, and record every attempt. Recovery, law enforcement contact and any theft determination stay with your staff. The value is in the early calls, because most overdue vehicles come back once someone actually reaches the renter.
Can agents work in our reservation system?
That is the point — a rental desk that cannot see the booking, the vehicle, the branch and the condition record can only take messages, which for this sector is close to useless. Agents work in your reservation and fleet systems to read and amend bookings, see rental status and location, and log incidents against the agreement. What stays with your staff is anything that moves money: refunds, damage waivers and account credits are not an agent's to give.
What does rental support cost?
It is shaped by the program rather than a per-rental figure. What moves it is fleet and transaction volume, how seasonal your demand is, how many locations or franchisees need their own routing and rules, whether roadside and incident intake are in scope or reservations only, whether toll and citation administration comes through the same desk, and the languages your markets need. Incident handling carries higher training and authority requirements than reservations and is priced accordingly. We quote per operator.
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.
Transport and mobility
Related industry programs
Neighbouring sectors that buy the same capability for a different operation.