Our work usually involves helping people in trouble.

People in need of medical attention are distressed. People whose vehicles have broken down are stressed and frustrated. A traveller whose luggage has been lost feels angry and hard done by. Different problems, but with one thing in common: the need for quick and professional help.

The event that triggers our involvement is usually a telephone call to the Assistance Centre. To begin the task of calming the customer’s emotions and taking control of the situation, it is essential that we are able to attend to the customer’s call quickly. 

As a minimum, we aim to answer 90% of calls within 20 seconds.  

Calls not answered in this timeframe go into a queue, but with an average queuing time of 30 seconds or less, customers will soon be talking to someone who can help them with their problem.