For the second year in a row, PHH Arval has received the Outstanding Customer Support Performance 2010 award from The Fraser Group, a management consulting firm focused on helping companies measure and improve call center performance. PHH says the award acknowledges the customer service of its Driver Response Team, a call center that responds to fleet driver calls and requests.
The Fraser Group sets rigorous standards that must be met in order to achieve an “outstanding” level of performance. Throughout the past year, Fraser has monitored and scored calls taken by PHH’s Driver Response Team against the firm’s proprietary call center methodology. Each call is evaluated based on 36 criteria, and PHH says it consistently rated at 90 percent or higher over the past eight quarters.
Barry Maners, managing director of The Fraser Group, presented the award to PHH Arval during an awards ceremony at the company’s headquarters in Sparks, Md. “PHH has once again demonstrated its commitment to customer service satisfaction by modeling its metrics not after internal needs, but on issues that matter to the customer,” Maners says. “The fact that PHH has consistently performed at this top level for the past two years shows the company’s dedication to fleet driver productivity and client satisfaction.”
Tom Keilty, PHH Arval’s chief operating officer, says the company is honored to receive the award for the second year in a row. “The criteria we measure on each call are tough, and achieving 90 percent or better scores through eight consecutive quarters is a testament to the Driver Response Team’s dedication and focus on customer service excellence.”