How Copart Improved Call Quality and Coaching Consistency with LevelEleven

Problem

Copart’s QA call center handles between 650 and 850 phone calls each week from potential vehicle sellers, creating a significant challenge in maintaining consistent call quality across the team. Because each call requires agents to follow a defined set of questions and protocols, supervisors needed a better way to measure performance, ensure consistency, and reinforce the right behaviors. Without a structured system for evaluating calls, coaching agents, and monitoring trends over time, maintaining accountability and high service standards at scale was difficult.

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Solution

To address these challenges, Copart implemented LevelEleven within its QA call center in 2015. The team uses LevelEleven Scorecards to monitor agent performance in real time by assigning values to mandatory call questions and behaviors. Supervisors can listen to call recordings, grade performance against those standards, and provide feedback using Coaching Notes. Dashboards also give team leaders visibility into performance trends over time, helping them identify improvement after coaching and spot where additional support is needed. Because LevelEleven is accessible within Salesforce, authorized users can view current performance data easily and trust what they’re seeing.

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Result

LevelEleven helped Copart improve the quality of its customer calls by giving supervisors a more consistent way to measure and coach performance. Agents gained a clearer understanding of expectations and how they were being evaluated, which increased accountability and helped reinforce precision and consistency. Supervisors were also able to streamline workflows by monitoring agent behavior, grading calls, sharing feedback, and delivering coaching more efficiently. Over time, LevelEleven has become a core part of Copart’s performance culture, giving the team greater visibility into performance across groups while helping maintain morale and engagement.