How the Quality Assurance and Complaints Management team at The AA work together to create better customer outcomes.

We are very excited to be able to take you inside The AA’s contact centre. During this virtual visit, the Quality Management and Complaints Management teams will share with us how they’ve built a culture of collaboration that helps them deliver clearer communications with their colleagues, better customer outcomes and detailed insight to the wider business.

They are going to share with us:

  • How they created a structure that encourages collaboration amongst their teams
  • What they did during the pandemic and how it’s shaping their operation
  • The insights they user and how it improves processes and procedures
  • How their culture helps them deliver great customer service
  • Give us a virtual tour of the Contact Centre

About the host

With over 15 million members, the AA is one of the UK’s largest motoring organisation. They serve customers across several lifestyle services including breakdown cover, insurance, finance over a wide range of channels.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Thu 10 Sep 2020

Time: 10:00 am - 11:30 am

Location: Online

Who is it for?

Contact Centre Managers, Heads of Department, Quality Assurance Managers, Complaints and Customer Relations Managers, Colleague Engagement Specialists, Team Managers.

Why should you go?

Join us for this virtual best practice visit to get ideas on how your operation can work collaboratively with other internal departments to create better outcomes for customers.

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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