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Behind the scenes at the AMA Provincial Contact Centre
When ama memberS experience car trouble or a roadside breakdown , member services representative Holly Samoridny is among the first to hear about it . Working at the AMA Provincial Contact Centre , Samoridny has helped thousands of drivers and their vehicles get back on the road .
What does the typical roadside assistance process look like ? It starts with an agent at the Contact Centre . We collect the member information required to start the rescue process , while ensuring that everyone in the vehicle is safe . Those details are then retrieved by our dispatchers , who assign the call to our tow operators or contracted service providers , who then head out to rescue the member .
What ’ s the most memorable rescue you ’ ve been involved with ?
I once had a young lady call in a panic because she had locked her baby inside her running vehicle . I immediately got her information to Dispatch so they could send the closest driver to help , and then stayed on the call to help keep the member calm . I went on to tell her that I too have accidentally locked my daughter in the car — twice ! That seemed to help ease the situation a little .
Are certain times busier than others ? Our call volume fluctuates based on various factors , such as the weather or if it ’ s a long weekend . Typically we ’ re busiest on very hot summer days and very cold winter days .
WINTER suRvIval guide
What else does your job entail — particularly on low-volume days ? AMA is a great place to work . During slower periods , we ’ re offered cross training that allows for a better understanding of the roadside assistance process — something that helps us rescue members more efficiently when call volumes pick up .
What can members do to make the process more efficient ? Accurate information about their breakdown is key : addresses , landmarks , type of vehicle , a good contact number and pertinent details about the situation . This ensures we can service our members as efficiently and seamlessly as possible .
Is there anything else that members should know about AMA roadside assistance ? We truly live out AMA ’ s “ Practically Family ” motto by by responding to calls with the same urgency as if the member were our own relative , friend or neighbour . We all have one goal in common and that ’ s to get our members rescued !
AnAtomy of A Rescue cAll
A disabled vehicle in winter is not only inconvenient , it can be dangerous . Here ’ s how AMA and its employees work to get you out of a jam as quickly as possible
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Calling from home ? Members can use our automated attendant “ Otto ,” which quickly and efficiently gathers information and initiates the rescue . |
STUCK on The STreeT ? roadside calls are answered by a member services representative , who assesses your safety and circumstances , while recording other key details . |
CreaTe a reSCUe Plan A dispatcher uses the information to send the appropriate truck as soon as possible . ( different problems and vehicle types require the help of different trucks .) |
While YoU WaiT In edmonton and Calgary , get text updates on your smartphone with AMA ’ s estimated arrival time , plus a link to a live map showing the tow truck ’ s location as it travels to you . |
hiP hiP , hooraY ! Your AMA tow operator arrives at the breakdown to get you out of the cold and on your way again or to the nearest repair shop . |
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