The RAC is the UK’s second largest automotive services company, generating nearly £500 million in revenue and employing 4,000 people. It provides a range of vehicle and breakdown services to over 8.8 million corporate customers and private members, and its 1,600 patrols carry out 2.3 million breakdown rescues a year.
The scale of the RAC’s operations means that its contact centers face large levels of unpredictable demand from customers. These levels can be exacerbated by adverse weather conditions, which cause larger numbers of delays and accidents on the roads.
During peak times, the contact centers will receive huge volumes of enquiries for both emergency breakdown support as well as general maintenance. In these situations, the RAC’s previous premises based communication systems would struggle to scale on-demand to handle these contact volumes, leaving a finite pool of agents to handle as many enquiries as possible.