GE Capital Fleet Services announced that its U.S. maintenance control center, located in Eden Prairie, Minn., has been certified as a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality, founded at Purdue University. GE’s maintenance control center provides 24/7 support to its auto and truck fleet customers, helping them control costs and enhance driver productivity.
The Center of Excellence certification is given to customer service call centers that rank in the top 10 percent of call centers surveyed for efficiency and effectiveness. GE Capital Fleet Services says it received this recognition for its demonstration of superior performance on both cost-related metrics and quality-related metrics compared with its industry peers.
“We are honored to be recognized as a call center of excellence, and we’re proud of our technical advisers for the great customer service they consistently provide to customers and their drivers,” says Ed Faulstick, operations leader for GE Capital Fleet Services. “This certification affirms our commitment to provide customers with best-in-class products and services delivered by experienced and knowledgeable fleet experts.”
Key criteria for the certification include customer satisfaction, service level standards, resources, employee training, leadership, process management and operational efficiency. These measures were tracked through live call monitoring, the evaluation of performance metrics and team focus groups, and by contacting GE Capital Fleet Services’ customers for direct feedback.