Contact Centre

Contact Centre

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.

The business world may be driven by “digital first” imperatives, but for many consumers, the opportunity to talk to a real human is what really counts.

Let’s face it, whether you’re buying a warranty, GAP or other insurance product, the nuances of how they work from one provider to the next, can be difficult to grasp. Is there be hidden small print? Are there exclusions? Is the product fair value?

While we know our own products stand-up to the very strictest scrutiny, we know would-be-buyers are keen to get the full facts before they part with their hard-earned cash. 

That’s why we’ve built a contact centre that melds the very best of the online and offline worlds. Digital quote journeys backed by product information for those that prefer to purchase purely online, alongside telephone helpdesks, email and chat facilities for those that prefer to talk through the details.

It's an approach that adds-up in business terms. We measure leads and conversion rates from every one of our media and partner channels. We know enquiries from certain channels will often need the added push of human interaction. In some cases 80% of sales can complete through an “online only” purchase. In others it’s the other way around, with 80% needing the help of a  conversation.

Engineered with experience

Since our historic beginnings, as a pioneer of direct-to-customer extended warranties, we’ve created a culture and operational framework to maximise sales conversion, while delivering class-leading Trustpilot scores.

Based in Reading, our contact centre is structured with operational efficiency and effectiveness front and centre. We’re quick to process inbound leads. We're adept at giving expert advice, many in our team have been part of our business for 20-years or more. 

From a claims perspective, our repairs engineers have collectively managed every conceivable mechanical and electrical failure. They’re also aware of where best to get the job done, with an insider’s perspective on the fields of expertise, value for money and current workload of individual garages across our network.

We’re confident our teams will compare favourably with the very best in our sector, whether handling customers for one of our own brands, or managing them on behalf of an IM partner.