Freight Brokers & 3PLs
Freight Brokerage BPO Services | Carrier and Shipper Support
A freight broker sits between shippers who need loads moved and carriers who move them, and the business runs on the phone and the constant coordination of loads that are in motion around the clock. Carrier check calls, shipper updates, tracking, and the exceptions that threaten a delivery all arrive at every hour, and a broker whose team cannot keep up loses loads, carriers and shippers to the competition that answered.
Global Empire Corporation runs carrier and shipper support, check calls, track-and-trace and after-hours coverage for freight brokers and 3PLs — handling the coordination and the exceptions in your systems and to your process, so your brokers spend their time booking and building relationships rather than chasing status updates.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Brokerage Is Coordination, and Coordination Never Sleeps
A freight broker's value is coordination and speed: matching loads to carriers, keeping shippers informed, and resolving the exceptions that arise while freight is in transit. That work is relentless and around the clock, because trucks move overnight and across time zones, and much of it is routine but time-sensitive — the check call, the status update, the appointment confirmation — that pulls brokers away from the booking and relationship work that actually makes money.
The exceptions are where a broker is judged. A load running late, a truck broken down, a missed pickup, a detention issue — how quickly the broker communicates and resolves these determines whether the shipper trusts them with the next load and whether the carrier hauls for them again. A brokerage that cannot answer and coordinate through the exceptions, day and night, loses the relationships the business depends on.
- Carrier check calls and shipper updates handled so brokers book instead of chasing status
- Track-and-trace and appointment coordination kept current in your systems
- In-transit exceptions communicated and escalated fast, protecting shipper and carrier trust
- Around-the-clock coverage, because freight moves overnight and across time zones
For freight brokers, 3PLs and logistics coordinators
Freight Brokerage Support Services We Deliver
Carrier Check Calls
Routine check calls to carriers to confirm pickup, status and delivery, captured in your TMS, so brokers are not spending their day dialing for updates.
Track & Trace
Load tracking and status updates kept current for shippers, so the shipper is informed proactively rather than calling to ask where their freight is.
Shipper Support & Updates
Shipper calls and update requests handled in your name and systems, so a shipper reaches an informed answer rather than a broker who is on another line.
Exception Handling
In-transit exceptions — delays, breakdowns, missed pickups, detention — communicated and escalated against your rules, because how exceptions are handled decides the next load.
Appointment Scheduling
Pickup and delivery appointment scheduling and confirmation with facilities, so loads arrive in their windows and detention is avoided where possible.
After-Hours Coverage
Overnight and weekend coverage for the loads in motion when the office is closed, escalating the genuine problems to your on-call brokers against your rules.
How a Freight Brokerage Support Program Runs
From TMS access to covering the loads in motion overnight.
Scope & Process
We agree which coordination and exception work moves, what agents may resolve versus escalate, and your carrier and shipper communication standards, so the program runs to your process.
Systems & TMS Access
Agents are set up in your transportation management system, so check calls, tracking and exceptions are logged where your brokers work and nothing is rekeyed.
Freight & Lane Training
Training on your lanes, your carriers, your shippers and your exception rules, so coordination is handled knowledgeably and exceptions escalated correctly.
Pilot & Calibration
Launch on a defined set of loads or accounts with daily review, calibrating coordination and exception handling before the whole operation moves.
Scale & Coverage
Expand across your book and into the overnight coverage freight demands, so loads in motion are covered whenever they are moving.
Related services
Build a complete support program
Frequently asked questions
Can agents work in our TMS?
Yes, and it is the point of the program. Agents are set up in your transportation management system to log check calls, update tracking, schedule appointments and record exceptions where your brokers work, so nothing is rekeyed and the load status is current. If you run a different setup, the handoff is built around it. Working inside your TMS is what lets the program actually coordinate loads rather than just take messages about them.
How are in-transit exceptions handled?
Communicated fast and escalated against your rules. A load running late, a breakdown, a missed pickup or a detention issue is captured with the detail your team needs, communicated to the shipper or carrier per your standards, and escalated to your on-call brokers for the decisions that need them. How quickly a broker handles exceptions determines whether the shipper trusts them with the next load, so the program treats exception communication as the relationship-critical work it is, day and night.
Do you cover overnight freight?
Yes. Trucks move overnight and across time zones, so freight coordination is scoped for round-the-clock coverage rather than office hours, with the exceptions and check calls handled through the night and the genuine problems escalated to your on-call brokers. Loads in motion do not wait for the morning, and a shipper or carrier who cannot reach anyone overnight remembers it. The program is built around when freight actually moves, which is exactly when a nine-to-five brokerage desk fails.
How is freight and account data handled?
With defined access in your systems, personnel screening, a clear position on where data is processed and stored, and contractual accountability. Freight brokerage touches shipper, carrier and rate information that is commercially sensitive, so the handling is disciplined. A provider should describe its controls to your standard, and you should confirm the specific obligations for your data with your own counsel. The program is built to keep your carrier and shipper relationships and their data protected.
What does a freight brokerage support program cost?
It follows the coverage rather than a published rate. The variables are load and call volume, the round-the-clock hours freight needs, the mix of check calls and tracking versus exception handling, the depth of TMS integration, and whether you need bilingual coverage. We scope those against your operation and quote per program, structured around the coordination and exception work that frees your brokers to book.
TESTIMONIALS
Our trusted clients
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.
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