Offshore Support forFreight Enquiries

Yes. With read access to your tracking or TMS and clear escalation rules, an offshore team can handle WISMO enquiries, delivery exceptions, and proof-of-delivery requests. Booking changes that alter pickups or service need client-side booking authority or write access — read-only portals are not enough for those.

Freight enquiries spike after weather events, linehaul delays or big dispatch days. A trained offshore team on your scripts can take routine volume so local operations staff work the exceptions. Logistics support overview: https://www.telexph.com/logistics.

Be precise about system access before go-live.

With read-only access to a TMS or carrier portal, offshore agents can usually:

- Look up shipment status and share an ETA from what the system shows

- Explain standard transit times and cut-offs from your knowledge base

- Find and send an existing POD or delivery photo already in the system

- Log the contact and raise a ticket for your local team

- Make outbound status calls that do not change a booking

They generally cannot, on read-only access alone:

- Create, amend or cancel a pickup or delivery booking

- Change service levels, addresses or time windows in the carrier system

- Issue credits, claim outcomes or pricing changes

Those actions need client-side booking authority: either your staff approve each change, or you grant controlled write access with an audit trail and a written list of allowed edits. Until that is in place, treat booking changes as escalations.

Keep in-house (or escalate): damage and loss claim decisions, credits, pricing and any safety incident. The offshore team can gather facts, photos and PODs so your team decides faster.

These enquiry types suit an offshore team well when access and scripts are clear:

- Where-is-my-order (WISMO): check tracking, give the ETA shown in system, log the contact.

- Delivery exceptions: failed delivery, wrong address, closed premises — explain next steps from the playbook; escalate if a booking must change.

- Proof of delivery: locate and send PODs already on file.

- Account admin that is data entry only: update notes the client has authorised.

- Outbound calls: confirm delivery windows or contact receivers before a redelivery your team has already approved.

Do not hand over claim adjudication or pricing. Map each enquiry type to read-only, write-with-limits, or escalate.

A workable set-up has five parts:

- Access: start with read-only TMS/carrier logins (individual accounts). Add write rights only for named booking actions.

- Knowledge base: depot hours, cut-offs, service areas and approved replies.

- Escalation rules: who owns each exception type, and how fast.

- Channels: phone, email, chat or web forms — pick an order of priority.

- Measures: agree targets and review weekly at first.

Manila is UTC+8 all year. In AEDT, 9 am–5 pm Sydney is 6 am–2 pm Manila; Auckland in NZDT is 5 hours ahead of Manila. Telex is open 24/7 for early and late freight windows.

Verified Telex proof (no client names): on a logistics and delivery account, Telex agents handle voice, email, outbound and proof-of-delivery support. Some Telex accounts run 24-hour operational coverage; others run 8–20 hours or weekends.

SLA we cite (defined): on one long-running phone and ticket support account (not the logistics account’s below-target metrics), “monthly SLA” means the share of contacts that met that account’s agreed service-level target. The target is 100%. Monthly results stayed between 97.7% and 100% from January to September 2026 (Telex account reports summarised in telex_facts.md). We do not invent answer-time thresholds beyond what those reports state.

Share enquiry types, volumes and peak hours: https://www.telexph.com/contact.