CASE STUDY About RAC Since 1905, the Royal Automobile Club (RAC) has helped Western Australians with a broad range of services including roadside assistance, security monitor- ing, travel packages, loans and insurance. With a keen focus on its members, the organisation is focused on inspiring community change that makes life better in Western Australia. The busy RAC contact centres employ 750 consultants who provide 24/7 phone, email, chat, and mail support. The contact centre organisation is spread amongst six different business units, three main contact centres and 10-member service centres in Western Australia. Consultants answer many different members’ queries such as motor vehicle breakdowns, insurance plan costs and travel packages. They handle an an- nual average of 3.5 milli

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