We are delighted to announce that we have been awarded the prestigious CCA Global Standard Accreditation by the Customer Contact Association, for a second year.
The CCA Global Standard, recognised as the definitive standard for customer contact operations, was awarded to us for a second time, following an intensive ‘year 2’ assessment, performed virtually over a two-day period with our Customer Support Centre and Claims Settlement teams at our Customer Excellence Centre in Bedford.
Following the rapid expansion of Copart’s customer service functions, our Customer Excellence Centre opened earlier this year to further support the essential services we provide to the insurance sector.
During the assessment, a comprehensive range of evidential documentation was provided, supported by video conversations with key members of our team, including the Director of Performance, Quality and Risk and the newly appointed Head of Central Operations.
We were commended for the planning and organisation involved in preparing for the assessment and there were no non-conformities or advisories received.
In a very positive summary at the close of the assessment, the CCA Global Standard Auditor stated that Copart had demonstrated solid improvement despite the pandemic, praising our robust response to the crisis and rapid deployment of remote working for employees in non-operational roles.
Our focus on the personal development of our people was commended, with our investment into apprenticeships and mental health awareness being very positively received. Other keys strengths highlighted were our continuous focus on customer experience and the high levels of employee engagement.
We first received the award in 2019, the first within our industry to do so, and we are re-assessed on an annual basis to retain the accreditation.
Jane Pocock, Managing Director of Copart UK & Ireland, said:
We’re thrilled to retain our globally recognised accreditation despite the challenges of the pandemic, and I was particularly pleased to see such positive feedback around how we have communicated with, recognised, and supported our people during this time.
The assessment has really highlighted Copart’s resilience during a crisis and the determination of our customer contact teams to continue delivering outstanding professionalism and industry-leading customer service.
Penny Bayley, CCA Global Standard Auditor, added:
Copart should be applauded for their approach in managing to keep employees engaged and supported through the pandemic, utilising the resource and capacity to provide training and a variety of activities.
It is clear from the conversations and documents evidenced that the company is focused on their customers and their people, and that they have clear future improvement aspirations for the service they provide.