For the second year in a row, PHH Arval’s Driver Response Team was named a finalist for Contact Center of the Year in the fifth annual Stevie Awards for Sales & Customer Service. To respond to the wide range of issues encountered by today’s drivers, fleet management company PHH Arval created the Driver Response Team to help resolve driver problems or questions and to help maintain an efficient fleet for its clients.
Each team member must train for 18 months to acquire a wide body of knowledge about all aspects of fleet management. After training, they are equipped to handle questions from fleet drivers on any issue related to their company cars or trucks. The goal is to answer inquiries quickly, accurately and completely, and get the employee back to work.
The Driver Response Team logs about 13,000 calls per month and maintains a 94 percent first call resolution. In addition, the high level of service provided by the Driver Response Team is a key factor in PHH Arval achieving a 95 percent overall driver satisfaction rate for 2010, according to the company.
“We’re once again honored to be considered among the best in the highly competitive world of contact centers,” says Pam Walinski, vice president of PHH’s Customer & Vehicle Services division. “Our Driver Response Team was designed with the drivers’ needs in mind, and the entire team is dedicated to providing superior customer service to help increase the productivity of fleet drivers, which, in turn, yields better results for our clients.”
The awards are presented by the Stevie Awards, which organizes several of the world’s business awards shows, including the American Business Awards. Nicknamed the Stevies for the Greek word “crowned,” winners will be announced during a Feb. 21 banquet at the Eden Roc Renaissance Hotel in Miami Beach.
PHH’s Driver Response Team also has been the recipient of the “Outstanding Customer Support Performance Award” given by the Fraser Group, a management consulting firm that measures call center performance, for two consecutive years in 2009 and 2010.