Full-Time Bilingual Dispatch Support for Global Logistics | Reliable 24/7 Coverage
Full-Time Bilingual Dispatch Support for Global Logistics | 24/7 Coverage by Callnovo
In today’s fast-moving global logistics industry, customer expectations are higher than ever. Shippers and drivers expect real-time updates, immediate responses, and native-language support — no matter the time of day or where they are in the world.
But here's the reality: most freight and logistics companies struggle to keep up.
Hiring local dispatchers for 24/7 coverage is expensive. Outsourcing to generic call centers often leads to miscommunication, missed calls, and frustrated clients — especially when agents don’t understand key terms like POD, BOL, LTL, or detention.
That’s where Callnovo’s Full-Time Bilingual Dispatch Support comes in.
We help logistics companies extend their dispatch operations globally — with dedicated, bilingual remote agents who work as a seamless extension of your team.
Why Generic Outsourcing Falls Short
Many BPO (Business Process Outsourcing) providers focus only on headcount, not expertise. Their agents may speak English, but they often:
- ❌ Don’t understand freight and logistics terminology
- ❌ Struggle to communicate clearly with drivers, shippers, or receivers
- ❌ Only support English, leaving Mandarin, Spanish, or Arabic speakers behind
- ❌ Work limited hours — creating gaps during nights and weekends
- ❌ Lack experience with TMS, CRM, or dispatch workflows
The result? Missed calls, delayed updates, operational bottlenecks, and unhappy customers.
Our Solution: Dedicated Bilingual Dispatch Teams
At Callnovo, we don’t offer generic outsourcing — we provide strategic dispatch support that integrates directly into your operations.
Here’s how it works:
1. Deep Onboarding & Integration
We start with a detailed onboarding session to fully understand:
- Your dispatch workflows and responsibilities
- Tools you use (TMS, CRM, WhatsApp, email, etc.)
- Language requirements (e.g., Mandarin–English, Spanish–English)
- Coverage gaps (nights, weekends, peak hours)
- Escalation protocols and ticketing systems
Goal? Zero disruption. Seamless integration.
2. Expert Agent Selection
From our network of 1,500+ native-speaking professionals, we handpick agents with:
- Proven experience in logistics or dispatch operations
- Fluency in your required language pairs (e.g., Mandarin–English)
- Familiarity with freight terminology and customer service best practices
- Proficiency in tools like Google Sheets, TMS, and CRM platforms
We specialize in high-demand pairs like:
- 🇨🇳 Mandarin–English
- 🇪🇸 Spanish–English
- 🇫🇷 French–English
- 🇦🇪 Arabic–English
3. Your Dedicated Remote Team
You get a team of 3–10 full-time remote dispatch agents who:
- Work exclusively for your company
- Are scheduled across time zones for true 24/7 coverage
- Use your tools and follow your exact processes
- Are managed by a North America–based Client Success Manager
- Handle calls, messages, and updates just like your in-house staff
💡 They don’t make dispatch decisions — they ensure every call is answered, every message is logged, and every request is escalated properly.
Think of them as your second shift, extending your reach across the globe.
Real-World Impact: A U.S. Freight Company Case Study
A major freight company in Chicago faced two critical challenges:
- After 8 PM CT, calls went unanswered — hurting customer satisfaction.
- Mandarin-speaking shippers from China and Southeast Asia couldn’t get real-time support.
They didn’t need more dispatchers — they needed bilingual after-hours support.
Our Solution:
We deployed a 7-person dedicated team with:
- Native Mandarin + fluent business English
- Deep knowledge of freight operations
- Shifts covering U.S. nights and Asia business hours
Responsibilities Included:
- Answering inbound calls from drivers and shippers
- Providing shipment status updates
- Logging change requests (address, time, special instructions)
- Escalating urgent issues
- Uploading PODs, invoices, and documents
- Sending automated status updates via SMS/email
Results After 3 Months:
✅ Nighttime call answer rate: Up from 42% to 98%
✅ Response time for Mandarin callers: Reduced by 67%
✅ Dispatcher rework calls: Down by 55%
✅ Customer satisfaction: Increased to over 90%
✅ Operational cost: 60% lower than local hiring
“Callnovo’s team feels like our second shift. They don’t say ‘I can’t’ — they say ‘I’ll handle it.’”
— Client Feedback
What Our Dispatch Teams Handle
Our remote dispatch support covers the full front-line communication cycle:
📞 Inbound call answering (drivers, shippers, receivers)
📍 Shipment tracking and real-time status updates
📝 Change request intake (time, address, special handling)
⚠️ Exception reporting and escalation
📤 Proof of delivery (POD) and document upload
💬 Multilingual email, WhatsApp, and SMS communication
We don’t make operational decisions — we make sure nothing falls through the cracks.
Why Choose Callnovo?
✅ 65+ languages supported – Serve global customers in their native language
✅ 24/7 global coverage – Seamless shift handoff across North America, Asia, and Europe
✅ Fast onboarding – Team ready in 2–3 weeks
✅ High agent retention – Dedicated team, consistent service
✅ Compliance-ready – Aligned with COPC, GDPR, and HIPAA standards
✅ No-risk replacement – If an agent isn’t the right fit, we replace them at no cost
Who We Support
Callnovo provides dispatch support for:
- 🚚 Freight & logistics providers
- 🌐 Cross-border e-commerce carriers
- 📦 International freight forwarders
- ❄️ Temperature-controlled & healthcare logistics
Clients across California, Texas, Florida, New York, Illinois, and Canadian hubs like Toronto, Vancouver, and Montreal rely on us to serve diverse, multilingual customer bases.
Is It Time to Upgrade Your Dispatch Support?
If your team faces:
- After-hours call coverage gaps
- Difficulty supporting non-English-speaking customers
- Dispatchers overwhelmed by routine inquiries
- Declining customer satisfaction due to slow responses
Then it’s time to move from generic outsourcing to strategic dispatch support.
👉 Contact Callnovo today for a free consultation and discover how we can help you:
- Add 24/7 dispatch coverage across time zones
- Deploy a dedicated bilingual or multilingual team
- Integrate quickly with your existing tools
- Reduce operational costs by up to 60%
Final Thoughts
At Callnovo, we don’t just “outsource” — we extend your dispatch center’s reach, language, and availability.
24/7. Around the world.
Let us help you turn customer service from a cost center into a competitive advantage.