A century of service: How RACQ’s Contact Centre keeps Queensland moving
As RACQ celebrates 100 years of roadside service, its commitment to members remains unwavering, always ready to answer the call for help.
Over the years, the service has evolved, but at its heart, the contact centre remains a constant, ensuring members receive the support they need 24 hours a day.
In 2024 alone, the contact centre managed 1,083,194 calls and 171,865 digital requests, demonstrating its dedication to keeping Queensland moving.
RACQ Head of the Automotive Contact Centre Natalie Senescall shared how the contact centre has adapted to decades of technology while maintaining a sharp focus on supporting members.
“We’ve evolved from sending job cards on a conveyor belt to a plotter who communicated to our patrols via telephone box, to the introduction of two-way radios in the 1950s and computer-aided dispatch in the 1980s,” Ms Senescall said.
“The impact of this new technology was extraordinary and has helped our patrols and contractors respond to our members a lot quicker.
“To this day, we still find new ways to meet the needs of our members.”
Over the years RACQ has expanded its technology to ensure members have several ways of accessing roadside assistance services.
In 2011, RACQ launched a smartphone app with every roadside assistance service available making it easier than ever to get in touch.
These systems, along with direct GPS mapping and improved accessibility, converted the contact centre into a rapid response team.
“We’re reliable and we deliver a great service. We’ve got so much history and we just know how to adapt,” Ms Senescall said.
“Through every technology change, we keep the core needs of our members in focus, and we want to make sure they can connect with us in whatever way they choose.”
The evolution of technology has meant RACQ can provide the same service across all parts of Queensland.
“One of the biggest challenges over the years has been delivering the same level of service in regional areas,” she said.
“Despite this, RACQ has always been committed to making sure all of our members receive the same service no matter where they are in Queensland – it’s what we do every day, we just make things work.
“We now have a network of External Service Providers that we connect with, helping stranded motorists right across the State.”
Ms Senescall acknowledged that while the next 100 years is full of unknowns, she is confident in RACQ’s unwavering commitment to providing exceptional service.
“No matter how you travel, whether it be an internal combustion engine, a hybrid or an EV, RACQ is there for you,” she said.
“Our people come to work every day and just want to help – they want to provide the best possible service for our members.”
Read more about RACQ’s history on our Celebrating 100 years of roadside assistance webpage.
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