Agero Insights

Have you ever thought about what playing in a band has to do with helping drivers on the road? As Agero’s VP of Driver Services Operations, who also has a passion for drumming, these are two topics that I think about often. Believe it or not, there's a surprising connection!

In the world of driver services, such as Roadside Assistance and Accident Management, the drummer is like a contact center associate, keeping the rhythm and progressing the song forward no matter what. 

Staying Focused Under Pressure

The most important role for a band’s drummer is keeping the beat, which is the foundation that everything else is built upon. While most listeners might not even consciously register a song’s drumming, anyone with drumming experience is able to listen to a track and pinpoint the drum kit components that make up the track’s rhythm. For driver assistance, this is similar to Driver Services Teams (DSTs): contact center associates who keep things moving forward, even amidst distractions like background noise or stressful situations.

Just as a band depends on the drummer’s steady hand, our clients and their customers depend on our Driver Services Teams to empathetically provide support, especially during challenging situations.

In either situation, knowing what to listen for is essential. This is especially critical in emergencies such as accident calls triggered by telematics. Known as Crash Response, this product connects our team with some of the most urgent and stressful scenarios that a driver may encounter, so having the ability to filter through background noise as well as customer panic is imperative for our associates so they can provide reassurance and support.

Maintaining the Rhythm, No Matter What

Just like a drummer who keeps playing even if they lose a drumstick, a contact center associate needs to be adaptable to maintain the rhythm amidst a variety of obstacles and distractions. Unexpected challenges arise on the road, but our associates are equipped to navigate these hurdles successfully, ensuring a smooth resolution despite any bumps along the way.

At Agero, our dedicated driver service teams are highly trained to handle the unexpected and keep things moving forward. Whether it’s our Customer Experience Center or Mission Control Team, these experts anticipate and adapt to challenges that could otherwise cause disruption. Their quick thinking and problem solving skills help make sure the customer experience is not compromised - just like a drummer keeping the beat so their bandmates stay in sync.

Being A Part of the Band

Each member of the band, whether it's the guitarist, drummer, or vocalist, plays their part to create a cohesive sound. Similarly, different components of driver assistance services work together to ensure a smooth experience for the customer.

While our driver services teams keep the rhythm, a successful event also requires a strong network of service providers and a robust set of digital tools. When all the components are working together in harmony, it creates a seamless process to get the customer back on their way with minimal disruption.

Standing Ovation For The Unsung Heroes

Just as drummers are rarely a band’s front man, DST associates don’t always get the public recognition they deserve, despite their essential contributions. As the customer’s main touchpoint after an accident or roadside incident, the experience that Driver Service Teams deliver helps create lasting impressions that customers will remember. A perfectly coordinated band performance or a seamlessly resolved roadside or accident event both rely heavily on the work happening behind the scenes.

Take, for instance, a recent scenario when a customer was stranded in a flash flood. Despite the chaos, our associate quickly assessed the situation, navigated network outages to contact emergency services, and provided comfort to the customer throughout the ordeal. This team member’s quick thinking, problem-solving skills, and compassion made all the difference in ensuring a positive customer experience and creating a lifelong customer.

It’s these sorts of events that make you truly appreciate the dedication of the teams behind the scenes. The commitment of our Driver Services Teams to go above and beyond for motorists in need has been an essential component to establishing Agero as a market leader in driver assistance.

So, the next time you hear a great song or receive top-notch driver assistance, remember the unsung heroes – the drummers and the Driver Services associates – keeping the rhythm and ensuring a smooth ride!