“My job would be a lot harder without LevelEleven. It’s an incredibly effective way to refine performance and maintain team morale.”
– Scarlett Duque, Quality Assurance Audit Supervisor
Copart is a global leader in online vehicle auctions and remarketing services, connecting buyers and sellers of used, wholesale, and salvage vehicles. With operations in over 11 countries, Copart serves the automotive, insurance, and finance industries through its innovative technology platform. The company is headquartered in Dallas, Texas.
To sell a car through Copart, sellers first have to call and speak with a vehicle purchasing agent. The agent will ask a variety of questions to gauge the quality of the vehicle, assess its market value, and offer a competitive price for the car.
During an average week, Copart’s QA call center fields anywhere from 650 to 850 phone calls from potential customers. With so many calls taking place, they struggled to ensure the quality of each conversation. In 2015, they implemented LevelEleven within their QA call center to help deliver consistent customer service and improve their phone calls.
Today, Copart’s QA team relies on LevelEleven Scorecards to monitor agent performance. They created a list of mandatory questions and protocols for each phone call and assigned different points or values to each. Supervisors can listen to a call recording and assess an agent’s performance in real-time using the Scorecard.
“The quality of our agents has significantly improved,” says Duque. “They know we’re listening and they understand they’re being graded. This visibility has added a much-needed layer of accountability for our agents to ensure consistency and precision.”
This added layer of accountability helps keep agents engaged and motivates them to excel. It also fosters alignment on shared goals and helps agents focus on the right behaviors.
With a clear picture of each agent’s performance, it’s easier than ever for Copart supervisors to coach their team. They can instantly see an agent’s grade based on their call behavior and provide feedback using LevelEleven’s Coaching Notes.
Dashboards help team leaders monitor performance trends over time and see how someone improves after coaching — or where extra help is needed.
Copart also uses LevelEleven to get visibility into different teams’ performance and see how each team is trending. “I compile performance data on a weekly basis to evaluate how my QA agents are doing,” says Duque. “It’s allowed me to share insights with supervisors and maintain a system of checks and balances.”
Additionally, authorized users can easily access LevelEleven within Salesforce and trust their performance data. “At any given time, anyone with access can view the data in real time and trust that what they’re seeing is current and correct,” says Duque.
Looking ahead, Duque is eager to incorporate LevelEleven badges into her team’s workflow. Badges can be used to recognize and reward achievements like a perfect Scorecard or positive customer review. By recognizing agents for their performance, team morale, retention, and behavior are likely to keep improving.
“I’m excited to get badges going and put some pep in their steps, celebrating wins in real time,” says Duque.
A decade in, it’s hard to imagine life without LevelEleven. Duque says her job would be drastically different without it. “It’s so easy to use,” she says. “I know it like the back of my hand.”
For teams considering a sales gamification and coaching system like LevelEleven, Duque recommends jumping in headfirst. “Give it a chance,” says Duque. “I can’t stress enough how transparent everything is. You’re tracking all kinds of KPIs — it’s seamless and makes everything easier. LevelEleven is not just a performance tool; it’s a powerful way to drive accountability, sharpen agent skills, and keep morale high. It’s become an integral part of Copart’s performance culture.”