Contact centres

RAC Contact Centres can help your business deliver the right customer experience

Let our specialist contact centres handle the customer journey for you

Creating a compelling, consistent customer experience is key to business success today. Contact centres are central to customer management, and we’ve been operating these on behalf of our partners’ organisations for over 20 years. Our automotive heritage and experience in rapid deployment of our Patrols enables us to optimise solutions for partners across the automotive industry - from manufacturers and dealerships to leasing companies and suppliers.

We manage the customer journey for you – reducing overheads and helping to improve sales and revenues
Smart recruitment and state-of-the art technology ensure your customers are provided with an exceptional service
Our dedicated teams’ skills stay up-to-date through continuous training programmes and exposure to the latest technology

As your contact centre partner we work as an extension of your team, bringing your brand values to life through a seamless experience and outstanding dedication to your customers. A process of continuous improvement ensures our people, technology and service is always evolving, keeping your business ahead of the competition and putting your customer at the heart of everything we do.

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0330 159 8789

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Why choose the RAC?

A reassuring partnership

CCA Global Standard accreditation and world class solutions from the RAC

Multiple touchpoints, one CRM system

Manage social media, live chat, telephone, SMS and email all in one place

Smart business goals

Reducing overheads and helping to improve sales and revenue

How we do more for our partners

Making contact simple

Social media, live chat online and SMS have superseded telephone and even email for many customers. All these channels are embraced and adopted in our contact centres – 24/7 if required. All touchpoints are managed through a single CRM system, integrated into your existing business.

Imagine the insight produced from having a single, real-time view of each customer, control of all your social media from one place and integration with your email and telephony systems.

New Voice is a feature-rich telephony system allowing calls to be routed to the appropriate team member, first time, while producing a valuable stream of customer data and satisfaction. Delighted customers have seen their satisfaction scores soar on the introduction of our live chat function, helping staff resolve issues in real time and surpassing expectations.

Creating greater value

While your customers benefit from a positive experience, our contact centres are generating valuable data and insight to help you make informed decisions.

You’ll be able to: improve your service levels, identify market share and growth opportunities, track aftersales performance and measure goodwill activity.

Monitoring industry performance metrics means we can continually improve our service to you and recommend areas for improvement.

A solution built for your business

Whether you’re looking for a partner to manage your contact centre at your premises, or would prefer to have the operation managed offsite, we can deliver a contact centre solution that’s perfectly in tune with your business.

From lead management, resolving customer complaints and arranging invoice payments, through to the planning and delivery of induction days, we’ll provide all the necessary tasks you’d expect from a successful operation. So you can focus on everything else that’s important to your business.

Investing in talent

Your customers will benefit from our experience in recruiting, training and managing the best people in specialist roles at the frontline of customer contact and deployment.

Every colleague is immersed in your brand so they can act and feel like a brand ambassador. As well as expertise in the automotive sector, our teams are proficient in training, sales and marketing, customer satisfaction and technical services.

Best practice training, coaching and 360 degree feedback appraisals are just some of the ongoing development options for all colleagues, giving you the confidence that your customers will continue to receive an exceptional service.