Technology
Crash Champions's Proprietary Scheduling System
Hyperdrive
A Team that handles managing non-drives for certain insurance carriers
Tow Team
What is On-Queue?
Adherence (ADH) The measurement of how well you follow your assigned schedule and the amount of time during the day that you're On Queue and accepting or creating interactions during your scheduled day
What is your position?
CEA (Customer Experience Associate)
When a Crash Champions location works directly with an insurance company
DRP (Direct Repair Program)
How do we communicate with each other during the day?
TEAMS?
Our Payroll Company
ADP
AHT
What is Average Handle Time?
Who will be checking in the customer at the shop?
Customer Experience Representative
Customer information that was sent over by insurance company
What is claim assignment?
Technical Difficulties Process
Text 972-366-4303 with problem?
Handles our scheduling
WFM (Workforce management)
What is Quality ?
The monitoring of interactions between CEA and customers to ensure that the customer is receiving an exceptional experience while CEA is correctly adhering to processes.
A person or entity that files a claim with an insurance company
Claimant
What is Load Level (LL)?
Moving a vehicle from one location to another to assist with capacity limitations.
Our phone system
Genesys?
Who handle internal emails and requests from our locations and call center to assist with assignment transfers and adding assignment notes via CCCONE/Mitchell?
Customer Care Support
Where is the ranking of teammates by various metrics
What is Dashboard?
Your Direct Supervisor
TPC (Team Performance Coach)
Reference number that is a unique number to each customer’s file
What is an opportunity?
CCC1
Mutual claims communication portal used between shops and insurance companies. Many insurance carriers send their claim assignments via CCCOne.
What is C.L.O.?
Customer Loyalty Office - A team that handles Customer Concerns and escalation
Conversion
What is the number of appointments that you schedule divided by the number of calls that you take expressed in a percentage
A person or organization covered by insurance
Insured
You say to customer, "This location is fully committed to other customers at this time". What does that mean?
Location is at Capacity