Client Success -
Roadside Assistance
Surge-Ready Roadside Assistance Support for Leading Rental Car and Auto Club Programs
QA score
Service level
Abandon rate
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Overview
When a national roadside assistance provider supporting major rental car brands and regional auto club partnerships needed a customer support model that could absorb extreme volume swings, they partnered with Liveops to stabilize performance and protect service levels. Demand was inherently unpredictable, driven by factors like weather, travel peaks, and hurricane events that could shift call arrival patterns with little warning.
The goal was clear: maintain consistent customer support outcomes even when volume volatility spiked, while ensuring accurate documentation and quality handling across membership tiers and partner programs. Liveops delivered a scalable, performance-driven approach that improved speed of answer, reduced abandons, strengthened call logging discipline, and supported customer feedback collection for CSAT follow-up.
This partnership supported roadside programs tied to large rental car fleets nationwide and auto club partners in the Southwest and West, covering multiple membership tiers such as basic and premium levels. Across programs, Liveops helped the client protect speed, accuracy, and quality in a high-stakes environment where customer expectations are immediate and delays can quickly damage satisfaction.
Key challenges
Roadside assistance volume is rarely steady. The business is defined by volatility, with demand patterns that shift based on travel behavior, breakdown trends, and major weather events. Hurricane events can trigger fast, dramatic call surges that create immediate pressure on speed of answer and abandon rates.
In addition to response speed, the client needed tight process discipline. Calls had to be logged correctly and consistently, including capturing rental agreement numbers, so the client could better understand drivers of demand, link cases to partner programs, and improve operational visibility.
The client also supported multiple customer segments through auto club partnerships, including regional clubs and tiered membership levels. That meant the support experience had to stay consistent while also adhering to different service expectations depending on membership tier and program rules.
The Liveops solution
Liveops deployed a surge-ready delivery approach designed for high variability environments. Liveops scaled coverage up quickly when call volumes spiked and scaled back as demand normalized, protecting service levels without sacrificing consistency.
To strengthen operational accuracy, Liveops reinforced structured call logging behaviors and QA alignment, so agents within our network consistently captured key fields, including rental agreement numbers. This improved downstream tracking and reporting quality, helping the client connect contacts to the correct partner program and analyze patterns more effectively.
Liveops also supported the client’s CSAT measurement workflow by improving email capture discipline during calls. That ensured more customers could receive follow-up communication, giving the client stronger feedback coverage while maintaining performance expectations in the live interaction.
Across auto club partnership support, Liveops helped the client sustain rapid speed of answer performance while navigating the complexity of multiple membership tiers and a multi-vendor roadside ecosystem.
The end result
Liveops helped the roadside assistance provider protect performance in a highly unpredictable environment shaped by volume volatility and hurricane-driven surge events. The program maintained a 75% service level target while delivering strong responsiveness, with 80% of calls answered in 20 seconds or less and an abandon rate held to 5%.
To strengthen operational visibility, Liveops met a 98% call logger goal by reinforcing consistent, structured documentation, including capture of the rental car agreement number so the client could better track demand drivers and outcomes across partner programs.
Quality remained steady at 89% overall QA score, and the team also improved the client’s ability to measure experience by exceeding the 70% email capture goal, reaching 73%, which supported follow-up communication and CSAT feedback collection.
Together, these results show what a surge-ready support model can deliver when every minute matters: steady performance under pressure, cleaner data for smarter decisions, and a more reliable experience for drivers and members, no matter how unpredictable demand becomes.
Why choose Liveops for travel and hospitality?
flexibility to expected or unexpected events
AI and technology-driven efficiency
empowering agents with real-time support, streamlining contact center operations, and optimizing workforce management
years of travel and hospitality industry
Key takeaways
Service level protection
Delivered against a 75% service level goal while sustaining fast response times during volatile demand.
Speed of answer performance
Achieved 80% of calls answered in 20 seconds or less on a core roadside program.
Low abandons
Maintained a 5% abandon rate, reducing customer drop off during urgent moments.
High call logging accuracy
Hit a 98% call logger goal, including consistent capture of rental agreement numbers for better tracking and reporting.
Quality at scale
Maintained 89% overall QA score across roadside interactions.
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