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COFO Study Trip on call centres

Time and place

Date:  10 November 2015 - 11 November 2015
Place:  Madrid, Spain
Responsible:  FIA Brussels Office
Contact name:  Marzena Skubij
Contact e-mail:

The first ever COFO Study Trip took place from 10-11 November in Madrid, Spain upon the kind invitation of RACE. The main topic of this year’s Study Trip was call centres. This new workshop was aimed exclusively at Central and Eastern-European Clubs, with 13 experts from 11 Clubs participating in this event.


The COFO Study Trip began with presentation from RACE’s Majid Kamel about the Club in general. He was then joined by Ramon Corbillon and Juan Perez who explained a bit more about how the RACE call centre is organised and assessed. This was followed by Arturo De Miguel, looking at the Technical Help Desk, which is quite a unique idea of fixing the vehicle directly through the phone. The day finished with a presentation of the call centre software by Alberto Calvo.


Day two began with presentations from all the participating Clubs to promote an exchange of best practices. Continuing the meeting, participants visited the call centre, Technical Help Desk and four different road patrol cars. They were able to see the call centre agents and software in action as well as have all their questions answered.



Presentation of the Club (3.1 MB)


Call Centre (1.6 MB)


Technical Help Desk (1.1 MB)


Integrated Assistance System (3.9 MB)


Exchange of practices among COFO Clubs (39.4 MB)




Download all the photos here


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