Since its inception in 2018, our dedicated ‘First Response’ Contact Centre has gone from strength-to-strength and is delivering exceptional results to our insurance partners and their policy holders.
The team operates within a dynamic control room environment, providing vital first response and policy holder management services. As well as generating value for our customers, the team helps guide policy holders through their claims journey.
The Centre has seen rapid growth and now employs a team of 50 advisors, headed up by a Contact Centre Manager.
Exceptional Results
Utilising the latest technology and digital solutions, this high-performing team supports the continued development of Copart’s strong and trusted partnerships with insurers and their policy holders.
The Centre delivers Recovery and Storage Cost Management Services, and the provision of policy holder vehicle pick up services (Owner Connect). They ensure that policy holders have their vehicles collected quickly, safely, and conveniently, and provide swift payment on behalf of the insurers.
The team is delivering exceptional results on a daily basis with their call handling capabilities, using real-time data to ensure that optimal performance and service delivery are achieved for our customers.
- The Centre handles around 750,000 customer calls every year, answered on average in less than 10 seconds.
- Supported by our nationwide network of Copart Operation Centres, vehicle collection is normally arranged within an hour of the assignment being received.
- The Centre has achieved outstanding audit results for quality, demonstrating a world class customer experience.
Cutting Edge Tech
Alongside the experience and expertise of our customer service advisors, technology plays a vital role in our ability to deliver world-class service.
- Innovative data-sharing technology enables total system integration between our operating system and our insurance customers’ claims systems.
- Real-time data transfer provides our insurance customers with an efficient and seamless total loss claims process.
- Dynamic route scheduling software enables us to optimise the availability and location of our transporter fleet, alongside real time road data, and plan the most effective routes for our drivers.
We’re proud to lead the market with our service levels, but we will never be complacent and are always seeking ways to improve what we do and how we do it. We always have unique technology improvements in the pipeline to further improve the customer experience.
Our People
We have an enthusiastic and high-performing team with a real drive to progress and succeed.
We’re pleased to say that we have successfully promoted from within for 75% of our Team Leader population at the Centre. We’ll continue to provide many promotion and progression opportunities for senior roles within the team, which we actively encourage through individual personal development plans.
We’re also very proud that the Centre consistently scores highly in employee satisfaction, with a 98.8% teammate engagement rating, demonstrating that alongside delivering world-class service to our customers, it’s also a great place to work!
Interested in a Copart Career? Check out our latest vacancies at Copart.co.uk/jobs.