IDAHO, USA – Truckstop.com, a leading technology provider in the trucking industry, is outsourcing all customer service roles to Firstsource Solutions, a business process management firm. This move is part of significant changes within the company.
According to three former employees, who wished to remain anonymous, Truckstop.com has laid off a large portion of its North American staff over the past year. These layoffs include all customer service personnel, from main line support to fraud prevention.
The remaining staff members are currently training new workers, some of whom are based overseas in countries like India and the Philippines.
Centralized support and outsourcing details
Truckstop.com CEO Kendrea Tucker stated that the company aims to improve customer service through this partnership. A new support team focused on carriers will be based in a Texas office managed by Firstsource, while support for brokers and internal operations will be handled overseas.
Tucker emphasized that the transition will have a positive impact on customers.
The restructuring, announced in March 2023, included significant layoffs, though the company did not disclose the exact number of terminated employees. Tucker assured that Truckstop will maintain close oversight of the outsourced roles, with senior management continuing to train and manage the support teams.
Focus on automation and technology
The partnership with Firstsource also involves increased automation of support services, with Truckstop leveraging the outsourcing firm’s expertise.
Automated background processes will assist customer service representatives, which will enhance efficiency and support quality.
Despite the outsourcing, Tucker reassured that not all services would be moved overseas. Key functions, like fraud prevention, will remain under Truckstop’s direct control. The goal is to enable the company to focus on core services like freight matching and fraud prevention while benefiting from Firstsource’s back-office capabilities.
Tucker concluded by expressing confidence in the professional capabilities of their outsourcing partner, emphasizing that carriers value interaction with Truckstop’s team members.
The company aims to strike a balance between outsourcing and retaining critical in-house services to enhance overall customer satisfaction.
