A U.S.-based mid-sized 3PL with about 120 employees was managing both domestic and cross-border freight lanes. Business was steady, but operations were getting harder to scale. Shipment volumes were increasing, drivers expected 24/7 support, and customers wanted faster updates.
The internal dispatch team was already stretched thin. Covering night shifts meant costly overtime, and hiring more full-time dispatchers in a tight U.S. labor market wasn’t sustainable. At this moment, leadership started exploring outsourcing.
Why Prior Solutions Fell Short
Their first attempt was to partner with outsourcing providers in Latin America. While it seemed logical and cost-effective at the start, a new problem quickly emerged: dispatcher churn. Dispatchers there often treated the role as temporary. Turnover was high, meaning training cycles had to be repeated. Instead of freeing up internal resources, managers found themselves caught in another cycle of re-hiring and re-training.
Why Prior Solutions Fell Short
This is where Silver Bell Group, situated in Serbia, offered a different approach. Here, dispatching is one of the more popular first jobs for young professionals. Unlike in the U.S. or LATAM, it’s considered a well-paid and respectable role, attracting higher-educated, multilingual talent.
Because it’s a recognized career path, churn is lower. Many dispatchers grow into team leads, supervisors, or move laterally into logistics, operations, and customer management. For clients, this means stability, fewer re-hires, smoother communication with drivers, and teams that accumulate real institutional knowledge over time.
Project Goals
- Reduce dispatcher churn and stabilize day-to-day operations
- Improve consistency in driver communication and customer updates
- Decrease time spent by internal supervisors on constant re-training
- Provide a scalable dispatch support model for both U.S. domestic and cross-border freight
- Build long-term industrial knowledge within the dispatch team
Project Goals
Stable Talent Pool: Agents recruited from Serbia’s educated workforce where dispatching is a respected career path, ensuring lower turnover and higher commitment.
Seamless Integration: Training directly on the client’s TMS and SOPs so outsourced dispatchers worked exactly like in-house staff.
Driver & Customer Communication: Check calls, route updates, POD/document follow-ups, and escalation handling.
Multilingual Coverage: English and Spanish support for U.S.-based drivers and international carriers.
24/7 Operations: Night and weekend shifts covered to eliminate gaps across U.S. time zones.
Performance Transparency: Weekly dashboards to track response times, call volumes, and escalation rates.
Our Solution
Stable Workforce from Serbia
We built the team from Serbia’s educated talent pool. This ensured lower turnover and provided agents who were motivated to grow within logistics and operations, rather than treating the role as temporary.
Workflows Built for the U.S. Market
The client’s busiest domestic and cross-border lanes were mapped, and standardized playbooks were created for check calls, escalation protocols, and customer updates. Training on their TMS and SOPs ensured integration.
Shift Coverage Across Time Zones
Agents were scheduled in layered shifts aligned with U.S. driver activity, from early East Coast mornings to late West Coast evenings. This eliminated coverage gaps and provided drivers with consistent, reliable communication.
Driver & Customer Communication
Routine check calls, POD follow-ups, and status updates were handled by our team, while escalations went only to internal managers when necessary. This freed the client’s in-house dispatchers to focus on higher-value tasks.
Multilingual Support
Since the client managed both domestic and cross-border freight, we provided communication in both English and Spanish to minimize delays and misunderstandings.
Performance Transparency
Weekly dashboards tracked key KPIs such as response times, call volumes, and escalation rates, giving management real-time visibility.
| KPI | Before SBG | After SBG | Change |
|---|---|---|---|
| Dispatcher churn | High, frequent turnover | Stable, < 5% churn | 🟩 Major reduction |
| Average response time to driver calls | 1–2 minutes | < 50 seconds | 🟩 Faster by ~35% |
| Internal dispatcher overtime | +10% above budget | < 3% | 🟩 Reduced by 7% |
| Dispatch-related customer complaints | Frequent in peak weeks | Rare | 🟩 Major reduction |
| Driver satisfaction | Mixed, frequent frustration | Positive, timely updates | 🟩 Clear improvement |
“Outsourcing in Latin America gave us cost savings but not stability. Silver Bell Group gave us both, educated team who take the role seriously and stay long enough to matter.” — Operations Manager, Our Client
Business Impact
By shifting dispatch team to us, the client broke the cycle of churn. Instead of training replacements every few weeks, they gained a stable, educated team that treated dispatching as a serious career path. Internal managers could focus on optimizing freight lanes instead of firefighting turnover.
The result was consistency: drivers built trust with dispatchers, customers noticed faster updates, and the company finally had a reliable support.
Execution Blueprint: Built for U.S. Logistics
- Agent training on client’s TMS and SOPs before launch
- Standardized scripts for check calls and customer updates
- Dedicated night and weekend coverage across U.S. time zones
- Multilingual dispatch support for carriers and shippers
- Weekly reporting and continuous optimization
A Framework That Works
Dispatcher churn creates gaps in communication, frustrated drivers, and costly disruptions. Outsourcing to regions with high turnover only repeats the same problem. Silver Bell Group offers a different path. By tapping into Serbia’s talent pool, where dispatching is a respected entry-level career, we can help 3PLs reduce churn, improve stability, and scale operations.
If your company is facing similar challenges, we’d be glad to show how an outsourced dispatch model can fit your operation. Contact us and let’s set up a quick call!
