Copart UK has 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 Copart for a second time, following an intensive ‘year two’ assessment, performed virtually over a two-day period with the Customer Support Centre and Claims Settlement teams at its Customer Excellence Centre in Bedford.
During the assessment, Copart provided a comprehensive range of evidential documentation supported by video conversations with key members of the team, including the Director of Performance, Quality and Risk and the newly appointed Head of Central Operations.
The company was commended for the planning and organisation involved in preparing for the assessment and there were no non-conformities or advisories received.
The CCA Global Standard Auditor praised the company’s robust response to the crisis and rapid deployment of remote working for employees in non-operational roles. Copart’s focus on the personal development of its people was commended, with its investment into apprenticeships and mental health awareness training being very positively received. Other keys strengths highlighted were the company’s continuous focus on customer experience and the high levels of employee engagement.
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.”
Penny Bayley, CCA Global Standard Auditor, added: “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.”
Copart first received the award in 2019, the first within their industry to do so, and are re-assessed on an annual basis to retain the accreditation.
To find out more about Copart’s approach, join ARC360’s webinar ‘Cultures, people and productivity’ taking place on Friday 26 March at 10.30am which features Mark Godfrey, director, strategy, marketing and Automotive Division, Copart UK.
