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Roadside Assistance

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.
Check Your Surge Capacity
2-min diagnostic. No email required to start.
Book a Review Call
30-min strategy call. No obligation.
24/7
Round-the-Clock Coverage
40-60%
Cost Savings
SLA-Driven
Performance Guarantees
Real-Time
Reporting and Dashboards

Challenges Facing Roadside Assistance Providers

Stranded motorists need fast, calm, accurate help. Delivering that around the clock at scale requires specialist capability.

Ready to Transform Your Roadside Operations?

Join leading providers who trust CDM with their 24/7 operations

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1

24/7 coverage cost

Roadside assistance is inherently a round-the-clock service. Staffing three shifts with local Australian agents is expensive. Night and weekend penalty rates push costs higher. CDM's Fiji operations provide overnight and weekend coverage at significantly lower cost, with Australian supervisory oversight during all shifts.
2

Volume unpredictability

Heatwaves cause breakdowns. Storms cause accidents. Long weekends flood the roads. Holiday periods spike call volumes to multiples of the daily average. Understaffing during peaks means long wait times for stranded motorists in potentially unsafe situations. CDM provides flexible capacity that scales with demand, so you never leave a member waiting.
3

Empathetic handling under pressure

A stranded motorist on a dark highway is not calling with a routine enquiry. They are stressed, sometimes frightened, sometimes with children in the vehicle. Agents need calm empathy combined with efficient triage and dispatch. Generic call centre training does not prepare agents for these interactions. CDM trains specifically for high-stress roadside scenarios.
4

Dispatch accuracy and speed

Getting the right service provider to the right location quickly requires accurate triage, GPS-based location confirmation, and real-time visibility of available providers. Errors in dispatch mean longer wait times and frustrated members. CDM agents work within your dispatch platform with structured triage protocols to ensure accuracy and speed on every call.

How CDM Supports Roadside Assistance Providers

01

24/7 Inbound Call Handling

CDM answers breakdown calls around the clock. Our Fiji operations cover business hours and overnight shifts. Australian-supervised at all times. Members speak to trained agents who follow your triage protocols, gather the right information, and initiate dispatch without unnecessary delay.
02

Breakdown Triage and Dispatch

Every call is triaged: location confirmed via GPS, vehicle details captured, breakdown type assessed, nearest available service provider identified and dispatched. CDM agents work within your dispatch platform so there is no system gap between call handling and dispatch. Real-time status updates to the member throughout.
03

Membership Enquiries and Renewals

Beyond emergency calls, CDM handles routine membership enquiries: plan upgrades, renewal processing, coverage questions, and claims history. These calls are handled by the same team, so members experience consistent service whether they are calling about a breakdown or a billing question.
04

Overflow and Surge Capacity

When a major weather event or long weekend spikes call volumes beyond your baseline capacity, CDM provides immediate overflow support. Pre-trained agents are activated within hours, not weeks. Volume returns to normal, overflow capacity stands down. You pay for surge capacity only when you use it.
Two ways to start

Two ways to stress-test your 24/7 operation

Run a quick surge-capacity check, or speak with our roadside team about overflow and after-hours coverage.
Self-serve. 2 minutes.
Check Your Surge Capacity
See if you'd hold up on the next storm or long weekend
Score dispatch, triage & after-hours readiness
Get the 3 highest-impact fixes before peak season
Free. No email required to start.
Talk to a specialist
Book a Review Call
Walk-through of your dispatch & triage workflow
Overflow & surge staffing model tailored to your SLAs
Empathy-trained agent profile & sample call recordings
30-min call. No obligation.

CDM solutions for roadside assistance

CX & Growth Partnership

Transform CX into a profit centre
Complete contact centre outsourcing for dealers, OEMs, and roadside assistance.
Test drive bookings & service appointments
Parts inquiries & roadside dispatch
Customer retention campaigns
Inbound enquiries & follow-ups
Learn More About CX Partnership

Remote & Co-Sourced Teams

Scale instantly with brand-aligned talent
Dedicated staff for automotive operations without full-time hiring costs.
Sales support & service coordination
CRM administration & data entry
Back-office functions & reporting
Flexible scaling for peak periods
Learn More About Remote Teams

Hyper-Personalisation Engine

Predict and personalise customer journeys
AI-powered customer intelligence for OEMs and large dealer groups.
Predict service no-shows
Identify vehicles due for trade-in
Personalise marketing campaigns
Prevent customer churn
Learn More About Hyper-Personalisation

Why Choose CDM

True 24/7 operations

Fiji operations cover Australian business hours and overnight shifts. No penalty rates. No skeleton crews. Full-strength coverage around the clock.

Empathy-trained agents

Specific training for high-stress breakdown scenarios. Calm, reassuring, efficient. Not generic call centre scripts.

Dispatch platform integration

CDM agents work within your existing dispatch platform. No system gaps. Real-time status visibility for members and service providers.

SLA-driven performance

Answer speed, dispatch time, and member satisfaction targets built into every engagement. Real-time dashboards and monthly reporting.

Surge capacity on demand

Pre-trained overflow agents activated within hours for weather events, long weekends, and holiday periods.

40-60% cost savings

24/7 coverage without Australian penalty rates. Significant savings compared to three-shift local operations.

Credentials and Compliance

Supporting major Australian roadside assistance providers including 365 Roadside Assist. 24/7 operations in Fiji with Australian supervisory oversight.

ISO 27001

Compliant information security management

Digital Fortress

CDM's proprietary data security standard

Privacy Act

Fully compliant with Australian privacy legislation

Roadside assistance outsourcing FAQs

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.

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.

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.

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.

Ready to Transform Your Roadside Assistance Operations?

See whether your contact centre would hold up on the next storm, heatwave, or long weekend - then talk to CDM about overflow capacity.
Check Your Surge Capacity
See if you'd hold up on the next storm or long weekend
Score dispatch, triage & after-hours readiness
Get the 3 highest-impact fixes before peak season
Free. No email required to start.
Book a Review Call
Walk-through of your dispatch & triage workflow
Overflow & surge staffing model tailored to your SLAs
Empathy-trained agent profile & sample call recordings
30-min call. No obligation.
Transforming customer experience into measurable growth across Australia, New Zealand, and Fiji.

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