Last-Mile Delivery
Last-Mile Delivery BPO Services | Exception & Recipient Support
Almost everyone who contacts a delivery operation is not the customer. They are the recipient — someone who did not choose the carrier, did not pay for the shipment, has no account, and wants to know where a parcel is. Meanwhile the person who actually holds the contract is the shipper, who wants to know why their customers are calling you at all.
Global Empire Corporation runs recipient and shipper support for couriers, last-mile carriers and delivery networks — built around exception resolution while the parcel is still on the vehicle, rather than after it has gone back to the depot.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
An Exception Resolved Before the Van Leaves the Street Costs Almost Nothing
Every failed delivery has a cost curve. Fixed while the driver is still nearby, it costs a phone call. Fixed after the parcel returns to depot, it costs a second attempt, a second handling, and usually a shipper credit. Fixed after two failures, it costs the parcel, the relationship, and the shipper's confidence in the carrier.
So the metric that matters is not how quickly a ticket is answered but how many exceptions are closed inside the delivery window. That changes how the desk is staffed — agents need live access to the route, the ability to reach the driver, and the authority to redirect without a supervisor.
- Exceptions worked against the delivery window, not against a ticket-response target
- Recipient and shipper handled as two desks with different entitlements and different tone
- Live driver contact for address, access and gate-code problems while the van is still on route
- Peak-season surge sized on the actual multiple rather than an annual average
For couriers, last-mile carriers, and delivery networks
Delivery Support We Deliver
Delivery Exception Handling
Failed attempts, wrong or incomplete addresses, access problems and refused deliveries resolved while a fix is still possible.
Recipient Support
Where-is-my-parcel contacts, delivery window changes, redirects and safe-place instructions for people who have no account with you.
Shipper & Merchant Desk
Account-holder support: performance queries, claims, bulk exceptions and the reporting a merchant needs for its own customers.
Driver Field Support
Live help for drivers on route — access codes, unclear addresses, dog on the property, and what to do when nobody answers.
Proof of Delivery Disputes
Marked-delivered-but-not-received cases investigated against scan data, photo evidence and route history rather than dismissed.
Claims & Damage Intake
Loss and damage claims captured with the evidence your process requires, so they are not rejected later for missing detail.
Reattempt & Redirect Scheduling
Booking the second attempt, redirecting to a neighbour or pickup point, and confirming it back to the recipient.
Peak Season Surge
Trained overflow capacity for the weeks when volume multiplies and every unresolved exception compounds the next day's queue.
How a Delivery Program Gets Built
Exception types are mapped first, because they determine what authority agents need and how fast the desk has to move.
Exception mapping
Catalogue the failure types you actually see, how often each occurs, and what the current resolution path and cost are for each.
Authority limits
Agree what agents may do alone — redirect, reschedule, authorize a safe place, credit a shipper — because every escalation costs a delivery window.
Systems and driver contact
Tracking, route and scan data, plus a working path to reach a driver mid-route, which is what makes same-day resolution possible.
Split the desks
Stand up recipient and shipper support separately. They need different entitlement checks, different data access and different tone.
Rehearse peak
Agree the surge trigger, the trained bench and the triage order before the season, not during it.
Related services
Build a complete support program
Frequently asked questions
Who is the customer in a delivery support program?
Both the shipper and the recipient, and conflating them is the most common design error. The shipper holds the contract, has entitlements, and cares about performance data and claims. The recipient has no account, did not choose you, and wants one specific parcel. They need different identity checks, different information access and a different tone. Running them through one queue means either over-disclosing to recipients or under-serving shippers.
Can you reach drivers while they are on route?
That is the capability worth insisting on, because it is what separates same-day resolution from a second delivery attempt. When an agent can contact a driver about a gate code, an unclear unit number or a missing access instruction, a large share of exceptions close on the first attempt. Without it the desk can only apologize and reschedule, which is the expensive path.
How do you handle marked-delivered-but-not-received?
As an investigation rather than a refusal. Agents check scan time and geolocation against the route, review any delivery photo, confirm the exact address and safe-place instruction, and contact the driver where the record is ambiguous. Some of these are theft, some are a neighbour, some are a mis-scan, and treating all three the same way is how carriers lose shippers. The outcome and the evidence both get recorded.
What happens at peak season?
Volume multiplies and unresolved exceptions compound — each one not closed today is in tomorrow's queue as well as tomorrow's new volume, which is how a delivery desk goes underwater in a week. The plan has to exist before the season: an agreed surge trigger, a bench trained in advance rather than recruited during, a triage order that protects time-critical exceptions, and reporting frequent enough to see the backlog forming.
Do you handle claims for lost or damaged parcels?
Yes, as intake and evidence capture. Agents record the claim with the detail your process requires — value, contents, packaging, photographs, scan history — so it is not rejected weeks later for a missing field, which is the outcome that damages the shipper relationship most. Adjudication stays with you; getting the file complete on first contact is the part we own.
Can you support both B2C and B2B delivery?
Yes, though they behave differently enough to be worth scoping separately. B2C is high-volume, single-parcel, recipient-heavy and emotionally driven. B2B involves delivery windows, booking-in procedures, dock access and pallet counts, and the contact is usually a goods-in team rather than a consumer. The escalation paths and the service levels differ, so we build them as related but distinct workflows.
What does last-mile support cost?
It is driven by parcel volume and the exception rate against it, how seasonal the volume is, whether both recipient and shipper desks are in scope, hours of coverage, and how much authority agents carry. A high exception rate costs more to support and is usually cheaper to fix upstream — we will say so if the data shows it. We quote per program once the exception mix is mapped.
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.
Comparing Delivery Support Providers?
See our ranking of the top 15 delivery support companies — scored on the compliance regime, service levels and operational depth this service line actually demands. Then talk it through with someone who runs these programs.
