CEI has bilingual representatives onsite to assist our French- and Spanish-speaking callers and we can also bring a third party on the line for other languages, including Mandarin, Korean, Japanese, Portuguese, Russian, and many, many more.
learning never stops
Even after three weeks of training, CEI representatives take part in monthly quality development sessions, refresher courses, and classes that cover client updates and industry happenings. There’s a reason we’re the best – we never stop learning.
Our Customer Care Center is always open and ready to take accident reports from you or your drivers 24 hours-a-day, seven days-a-week. At CEI, we’re just as concerned with letting drivers know we’re here for them as we are with collecting all the necessary information about their accident. And we take both very seriously. Keeping the repair process running smoothly means less vehicle downtime and related costs to the fleet.
Results you can count on Our success is proven - and we’ve got the numbers to back it up. We consistently average less than 20 seconds in speed of answer when a driver or manager calls CEI. And our Customer Satisfaction index for drivers was 97.2% in 2008. We use a third party specialist to conduct comprehensive customer surveys with drivers who’ve been through every step of our process, to help us ensure that we give only the best care and service. Here are just a few the reasons we continuously score high with our customers:
Professional Accident Specialists
Our Customer Care Center is staffed by accident specialists who have been trained to handle calls quickly, efficiently and empathetically. And our phone system includes multi-lingual prompts so that French- and Spanish-speaking callers can be connected directly with our bilingual service specialists. Learning is ongoing at CEI to assure our staff is always fully prepared to provide outstanding service.
Comprehensive Accident Reporting Our First Notice of Loss collects all the information needed to fill out a standard accord form for an insurance company, along with information fleets generally require for their own internal reporting. Our customizable reporting means you get exactly the information you need resulting in less time for a driver or manager on the phone, and less time until a vehicle is in a shop.
Advanced Voice Communication and Systems Phone calls to CEI travel over our computer network and are integrated with our claims handling applications. This allows us to readily match your claim data with inbound or outbound calls. Recognizing a modern phone system is essential to our business CEI continually invests in voice communications and technology for the purpose of improving processes and creating greater efficiencies for our customers.
Managing Accidents Before They Happen CEI offers free accident reporting kits to all our clients. The brochures are available in English, Spanish and Canadian French. They can be customized with your logo and special instructions and fit easily in a glove box. The kits help guide drivers on what to do after an accident according to your fleet policy and also include the questions we ask when the accident is reported to CEI.
accident reporting
