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100

What screening questions are required for ensuring Member Safety?

  1. "Would you like us to contact a local public agency, (i.e., Police, Fire department) for you?"

  2. "Would you like us to contact a friend or family member for you?"

  3. "Would you like to remain on the phone until the driver arrives?"

100

When Was AAA Founded? 

It was founded March 4th, 1902.

100

If the member indicates PA assistance is needed, should you Dial 911 in the softphone? 

If your offer is accepted, contact supervision and stay on the line.

Do not dial 911. Do not contact the ERS Help Desk for Hot Call assistance.


100

What are the available time slots for members to set appointment calls? 

ACE - 10 to 4 

100

Is service ever refused if safety is a concern? 

  • Service should NEVER be refused when a safety concern is present.
  • Service beyond the safe-tow location will be at their expense.
  • Select Hot Call and clearly document, "OK for service to the nearest place of safety"
200

When processing a Call Move call, or an Out-of-Territory call that would normally be transferred, Does hot call protocol apply? 

Yes, 

  • Supervisor Assistance - the supervisor/designee who is monitoring the Hot Call is responsible for contacting the servicing Club to ensure that the call is spotted. 
  • ETA Expectations – an attempt to obtain an ETA from the servicing Club should be made by the local site supervisor or designee 
  • Managing Member Expectations - If the member wishes to remain on the line, pending ETA or PA contact, the assisting local site supervisor or designee should obtain the information from the dispatching office and update the SVO.
200

When did AAA start providing Roadside assistance? 

1915

200

If ERS/Membership fees are due and mbr is unsafe, how should you proceed? 

Service should never be refused in Hot Call situation because ERS/Membership fees are due.

The membership is in renewal or service charge and the call is a Hot Call:

  1. Cancel The dialog box
  2. Enter 102 in the membership field and select Hot Call from the drop
  3. Make the call Hot
  4. Follow Hot Call Protocol
200

What system do we use to take compliments, complaints, membership issues?

CTS - Compliments & Complaints system. 

200

Should Hot Calls Ever be transferred to Dispatch? 

No

300

If Potential Hot Call situations may be implied but not stated outright by the member, what cues should you be listening for? 

  • Listen for cues, such as uneasy tone of voice, member states indicating distress
  • Take note of the time of day and the members location

If you are unsure, contact supervision.

300

When did AAA create its Auto approved repair facility program? 

1975

300

Is Informing members of ERS Policies Mandatory during Hot Calls?

 Informing members of policy is not mandatory in Hot calls (i.e. fuel delivery, towing, etc.)

300

what is the New early Usage Fee Rate? 

$$$125$$$

300

When a non-member calls for assistance and a safety issue is present, is service provided?

courtesy service will be provided to a safe location ONLY.

  1. Enter Membership Unavailable and select Hot Call for the reason

  2. Enter Policy Exception:

    • Select Courtesy Service
    • Document Reason, e.g. "Ok for service to the nearest place of safety"

    • Advise the non-member towing beyond the nearest place of safety would be COD

  5. Complete the service request using Hot Call procedures.

 

400

After receiving responses to Member Safety screening questions, you should do what next? 

  • Document the member's responses for each question after the call is saved. 
  • Notify team by updating Hot Call Chat.
400

Should ERS Help Desk be contacted during a Hot Call?

No, Do not place mbr on hold to contact the ERS Help Desk.

400

What is standard protocol for when Ani-Match fails? 

Currently,

Verity the phone number.

Request or locate the mbrship.

Initiate new a case.

400

If the member indicates PA assistance is needed, and/or the circumstances indicate there is an immediate need for an emergency response, AND the member is unable to dial 911, You should?

offer to contact a public agency on the member's behalf. 

Ms. Member, I understand the urgency of your situation.  I will have someone contact (PA) on your behalf. 

If your offer is accepted, contact supervision and stay on the line.

500

Can you name the 6 Hot call Definitions/Scenarios?

What are? 

  • Personal Safety - Member indicates a safety concern

  • Medical Emergency

  • Person or animal locked in the vehicle

  • Doctor indicates medical emergency

  • Vehicle blocking traffic on freeway

  • Any situation deemed Hot by Supervision

500

How many BRG's are there? 

8

500

Is there an age limit for making a call hot if someone is locked in a car?

No. 

500

What is current Locksmith Protocol? 

the member should be counseled as follows:

“Mr./Mrs. Member, I am forwarding your request to my dispatcher. You will be contacted 

shortly with the estimated time of arrival and charges.”

500


Upon determining that HOT is the appropriate status, what critical information should be quickly gathered prior to submitting the call?

  1. Contact Number
  2. Location (a good location is essential for the quick location of our members in distress)
  3. Vehicle Make/Model/Color
  4. Type of Service
  5. Safety Concern (document in Comments). Additional concerns should be captured in Comments
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