PHH Arval’s Driver Response Team recently was presented with its third outstanding customer support award from the Fraser Group, a management consulting firm that helps organizations improve performance. The Fraser Group presented PHH Arval’s Driver Response Team with its “Outstanding Customer Support Performance Award for 2011.
“Winning our third customer service award from The Fraser Group represents a tremendous distinction for our Driver Response Team,” says Tom Keilty, senior vice president and chief operating officer. “It helps us illustrate that we take customer service seriously. It’s the way we do business.”
The team also won the award in 2009 and 2010, and in early 2011 PHH Arval’s Vehicle Accident Services Driver Assistance Team also won the award. Of the Fraser Groups’ clients, only PHH’s Driver Response Team has won the award three times.
Throughout 2011, The Fraser Group monitored and scored calls taken by PHH’s Driver Response Team. Each year, the Driver Response Team answers about 150,000 calls, which are evaluated against The Fraser Group’s proprietary call center methodology. There are 36 criteria appraised, equating to – over the course of three years – more than 16 million opportunities for customer service representatives to “get it right.”
“For the last 12 quarters, PHH’s DRT ‘got it right’ 14,700,000 times,” says Barry Maners, managing director of The Fraser Group. “I frankly don’t know how they do it, but I do know that the effect of their performance provides a significant competitive advantage to PHH in terms of customer loyalty and their ability to attract and win new customers.”