GE Commercial Finance Fleet Services’ maintenance control center, located in Eden Prairie, Minn., has been recognized as a Center of Excellence for customer service by Purdue University’s Center for Customer-Driven Quality.
The Center of Excellence certification is given to customer service call centers that rank in the top 10 percent for effectiveness and efficiency. GE Commercial Finance Fleet Services is the first in the fleet industry to receive the certification for its around-the-clock maintenance control center, according to the company.
GE’s team of 107 technical advisers, all based in Eden Prairie, handle more than 5,000 calls a day. They help customers control costs by directing fleet drivers to preferred vendors and negotiating repair costs.
“We are proud of the hard work and dedication of our technical advisers to consistently go above and beyond delivering exceptional service to our customers,” said Anna Durham, general manager of maintenance and safety solutions for GE Commercial Finance Fleet Services. “This certification attests to our commitment to providing best-in-class customer service.”
To earn the Center of Excellence designation, GE Commercial Finance Fleet Services met stringent criteria by independent researchers. Key criteria include customer satisfaction, service level standards, resources, employee training, leadership, process management and operational efficiency. These measures were taken via live call monitoring, evaluation of performance metrics, conducting team focus groups and contacting Fleet Services customers for direct feedback.
“GE Commercial Finance Fleet Services now ranks in the top 10 percent of thousands of centers,” said Dr. Jon Anton, founder of Purdue University’s Center for Customer-Driven Quality. “To achieve the ‘Center of Excellence’ certification, the Fleet Services team mastered handling calls efficiently, performing to quantity best practices, while simultaneously delivering quality call handling experiences – a truly balanced scorecard.”
