From our beginnings as a business selling warranties in the 1990s, we’ve engineered a sales culture and set of operational process optimised for performance.
Based in Reading, with an extended reach of agents working from home to offer burst capacity, our contact centre is structured with operational efficiency and effectiveness front and centre:
- Telesales and pre-qualification – handle inbound leads, qualifying customers by product interest, routing the enquiry to specialist help or sales expertise where needed.
- Telesales is typically the place where our personnel hone their experience, gaining a deep insight across our full product range before specialising in a core product.
- Product experts – highly trained and seasoned experts focused on selling our core warranty and insurance protection products.
Some have been with the business up to 20 years, with deep product and competitor market insights.
- Repairs Engineers – handle all inbound claims and repairs, acting as the go-between for customers and workshops. Most have come from an automotive service background, with detailed knowledge of vehicle repairs.
- From a claims perspective, they’ve collectively managed every conceivable mechanical and electrical failure, while knowing the boundaries and fields of expertise across our garage network. They’ll get the job fixed, whic
- Customer service
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– Vicki, Head of Customer Relations