News : AAA Reports Record-breaking Call Volume During Extreme Cold
Cranston, RI, USA, Jan 2, 2018 -- Lois Smith called AAA for help with a flat tire.
"I couldn’t get through," she said Tuesday morning. "It was just a busy signal."
Smith said she also tried unsuccessfully to request service online.
Lloyd Albert says AAA Northeast’s call center and website have been inundated with requests for roadside assistance.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
"It’s just being barraged with requests at this point," Albert said. "We are experiencing absolute record territory."
Albert said dead car batteries are the number one problem reported to AAA.
"We’ve served 62,500 members stranded by the roadside in a very short period of time, so we have all hands on deck," Albert added.
As Eyewitness News reported, the estimated wait time for AAA help last Thursday was four hours. Albert said the average wait time Tuesday afternoon was 47 minutes.
"Some people are experiencing much longer wait times," he said. "It’s been an incredibly difficult four or five days."
"What really doing is prioritizing calls, so if you are stranded on a busy highway, if you are in harm’s way, if you have a child in a car that’s getting colder by the minute, we’re trying to get to those calls first," Albert added.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - ECruitment
More Editorial From AAA
AAA, formerly the American Automobile Association, is a federation of motor clubs throughout North America. AAA is a not-for-profit member service organization; as of 2010, it had 51 million members.
Published: Thursday, January 4, 2018
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected custom...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...
Semafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal ...