White Paper: Industry Turns to BPO Providers in Light of Customer Service Staffing Woes

Good labor is hard to find, and it’s only getting harder. The U.S. labor market keeps getting tighter as the post-pandemic economic rebound continues. Nationwide unemployment rates fell again in March, reaching 3.6%, according to the U.S. Bureau of Labor Statistics. At the same time, wages are on the rise. Average hourly earnings rose 0.4% in March, up 5.6% year-over-year, according to the BLS.

FreightWaves teamed up with DDC FPO to determine how labor shortages – particularly customer service and inside sales associate shortages – are impacting both carriers and third-party logistics providers. Survey results included a healthy split between the two, with 57% of respondents identifying as 3PLs and 47% identifying as carriers.

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