Roadside Assistance Call Centre and Dispatch Outsourcing

24/7 breakdown dispatch, towing coordination, membership enquiries, and emergency response handling. Agents trained in triage protocols and empathetic customer handling under stress.

Take the 2-minute Capacity Check - no email required to start. Or Book a Review Call.

Frequently Asked Questions

How do you handle dispatch across different service provider networks?

CDM agents work within your dispatch platform and follow your service provider allocation rules. We identify the nearest available provider, dispatch via your system, and track job status through to completion. If your preferred provider is unavailable, we follow your escalation matrix to find an alternative.

What is your average answer speed during peak periods?

Answer speed targets are agreed during onboarding and built into your SLA. CDM maintains pre-trained overflow agents who are activated during forecast peak periods (long weekends, holiday seasons) and unforecast surges (severe weather events). Our goal is consistent answer speed regardless of volume.

How do you train agents for high-stress emergency scenarios?

All roadside agents complete a dedicated training programme covering breakdown triage, GPS-based location confirmation, empathetic communication techniques, and escalation protocols for safety-critical situations. Training includes simulated breakdown calls with increasing complexity. Ongoing coaching is provided through call monitoring and quality assurance.

Can you integrate with our existing dispatch platform?

Yes. CDM integrates with all major roadside dispatch platforms. Our technical team handles integration setup and testing. Your CDM agents access your dispatch system directly, so there is no data re-entry or system switching between call handling and dispatch.