The AA Customer Operations Real-Time Team faced a challenge right from the start. Decisions on real-time operations happened elsewhere. This often caused inefficiencies and missed chances. The team’s role had been reduced to administration, and morale was low. But in September 2022, everything changed. Customer Operations combined three contact centres into one. This change allowed for a new way to manage real-time operations. The team took this chance and suggested a centralised model. This would place decision-making power in their hands, not through many layers of management. The idea was simple: if real-time performance was their responsibility, they needed full control.

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