Taxi & Rideshare
Taxi & Rideshare BPO Services | Rider, Driver & Safety Support
Ground transport support has a queue most contact centers never have to build: the one that cannot wait. A rider reporting what happened in a vehicle ten minutes ago is not a ticket to be worked in order of arrival, and a platform that routes that contact the same way it routes a fare dispute has already failed the person who sent it.
Global Empire Corporation runs rider and driver support for taxi operators, rideshare platforms and ground transport fleets — with safety contacts triaged ahead of everything else, driver issues staffed as their own discipline, and coverage built around a demand curve that peaks when offices are closed.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Two Customers, and One of Them Loses Income While It Waits
Every ride platform is a two-sided market, and support that treats the driver as a supplier rather than a customer breaks the supply side quietly. A deactivated driver is not raising a service ticket — they are unable to work, often on the same day rent is due, and the tone and speed of that conversation determines whether they come back to the platform at all.
We staff rider support and driver support as separate disciplines with separate training, because the conversations have almost nothing in common. Riders want a fare corrected or a phone returned. Drivers want an income restored and a decision explained.
- Safety and incident contacts triaged ahead of the general queue on a defined severity rule
- Driver deactivation appeals handled with documented reasons rather than a template refusal
- Overnight and weekend depth, because ride demand peaks when other support lines close
- Rider and driver desks trained and measured separately, not blended into one score
For taxi operators, rideshare platforms, and ground transport fleets
Ride Platform Support We Deliver
Trust & Safety Triage
In-ride incident reports assessed against your severity matrix and escalated immediately, with the documentation an investigation will need.
Driver Support & Appeals
Account, payment and deactivation issues handled by agents trained on your policy, with reasons explained rather than referred onward.
Rider Support
Fare disputes, route and charge questions, refunds and account issues resolved inside the authority limits you set.
Lost Property Recovery
High-volume, low-value, disproportionately annoying. Matching riders to drivers and coordinating return without tying up the safety queue.
Dispatch & Booking
Live dispatch for taxi and fleet operators, including phone bookings, airport runs and scheduled pickups.
Driver Onboarding
Document collection, licence and insurance verification, and chasing the applications that stall halfway.
Accessible & Assisted Travel
Wheelchair-accessible vehicle requests and assisted-travel bookings handled by trained agents rather than a general queue.
Local Compliance Support
Handling contacts tied to per-city licensing rules, complaint routing to regulators, and the records those authorities ask for.
How a Ride Platform Program Gets Built
The severity model is built first. Everything else is staffing decisions that follow from it.
Severity mapping
Agree what constitutes a safety contact, what the response time is for each level, who is woken, and what agents may do before escalating.
Policy training
Deactivation grounds, refund authority, fare adjustment limits and the appeals path, so agents give answers instead of transferring.
Systems and access
Trip records, driver accounts, payment tooling and your case system, scoped so agents see the trip without seeing everything.
Night and weekend first
Launch on the shifts your demand actually peaks, which is where in-house coverage is thinnest and the gap costs most.
Separate the desks
Split rider and driver reporting from the start. A blended satisfaction score hides a failing driver desk behind a healthy rider one.
Related services
Build a complete support program
Frequently asked questions
How do you handle a safety report?
It leaves the normal queue immediately. Contacts are assessed against a severity matrix agreed with you before launch — what counts as level one, what response time applies, who is contacted out of hours, and what an agent is authorized to do without waiting. The agent's job is to make the reporter safe, capture the trip and vehicle detail accurately enough to support an investigation, and hand it to your trust and safety team. Handle time is not a metric on that queue.
Why do driver appeals need specialist agents?
Because the stakes and the emotional register are completely different from a rider contact. A deactivated driver has lost their income with no notice, often believes the decision was wrong, and may be right. Handling that with a generic apology template produces churn on the supply side, and in some markets it produces regulatory attention. Agents need the actual policy, the actual evidence on the account, and the authority to say what happens next and when.
Can you provide live dispatch as well as support?
Yes, and for traditional taxi and fleet operators that is usually the core of the program — phone bookings, airport pickups, scheduled runs and vehicle assignment. For app-based platforms the dispatch is algorithmic and the value sits in the exceptions instead: the booking the app could not place, the accessible vehicle request, and the rider without a smartphone.
What coverage hours does a ride platform need?
The inverse of an office. Ride demand peaks on evenings, weekends, nightlife hours and during bad weather, which is precisely when in-house support is thinnest. Genuine overnight staffing is not an upgrade in this vertical — it is when the highest-severity contacts arrive. Ask any provider what is staffed at 2am on a Saturday, and treat a daily average as an evasion.
How do you handle lost property?
As its own workflow, because otherwise it swamps everything else. Volume is high, individual value is low, and rider frustration is disproportionate to both. Agents match the trip, contact the driver, coordinate return or collection, and track the case to closure — and because it is separated from the safety and disputes queues, it cannot push a genuinely urgent contact down the list.
Do you support multiple cities with different rules?
Yes, and the per-city variation has to be built into training rather than left to agent judgment. Licensing requirements, complaint routing to local authorities, accessible vehicle obligations and record-keeping duties differ by market. We hold those as market-specific rules in the knowledge base with an owner responsible for updating them, and would advise confirming your current obligations in each market with your own counsel.
What does ride platform support cost?
It follows contact volume and its distribution, the share that is safety-classified, whether driver support is in scope, how many markets and languages are covered, and how much authority agents hold before escalating. Safety and appeals work is trained deeper and costs more per hour than lost property. We quote per program after mapping the mix.
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 Rideshare Support Providers?
See our ranking of the top 15 rideshare 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.
