For the third consecutive year, a PHH Arval customer service team has been recognized for outstanding customer support. “We make customer service a priority, so it is rewarding to have our efforts recognized – especially by The Fraser Group, which sets rigorous standards that must be met in order to achieve an ‘outstanding‘ level of performance,” says Tom Keilty, senior vice president and chief operating officer of PHH Arval, a fleet management services provider.
The Fraser Group, a management consulting firm that helps organizations improve performance, recently presented PHH Arval’s vehicle accident services driver assistance team with its “Outstanding Customer Support Performance Award for 2011.” It is the third year that a PHH Arval team has been recognized for customer service excellence. In 2009 and 2010, PHH Arval’s driver response team won the award.
Throughout the past year, The Fraser Group monitored and scored calls taken by PHH’s vehicle accident services driver assistance team against the firm’s proprietary call center methodology. Each call is evaluated based on 36 criteria, and PHH consistently rated at 90 percent or higher over the past four quarters.
“Fraser has scored literally thousands of calls for more than 100 customer contact centers,” says Barry Maners, managing director of The Fraser Group. “Of those centers, only three have been awarded 90 percent of the total points available for four consecutive quarters based on a statistically relevant sample of calls. PHH Arval’s driver response team was the first to reach that threshold, and now PHH Arval’s vehicle accident services driver assistance team has also achieved this level of outstanding customer support.”