GE Capital Fleet Services Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
August 16, 2011
GE Capital Fleet Services’ U.S. maintenance control center, located in Eden Prairie, Minn., has been certified as a Center of Excellence by BenchmarkPortal (News - Alert) in collaboration with the Center for Customer-Driven Quality, founded at Purdue University. The Center of Excellence recognition is one of the most prestigious awards in the service and support industry.
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 received this recognition for its demonstration of superior performance on both cost-related metrics and quality-related metrics compared with its industry peers.
GE’s maintenance control center provides 24/7 support to its auto and truck fleet customers, helping them control costs and enhance driver productivity.
“We are honored to be recognized as a call center of excellence and we’re proud of our technical advisors for the great customer service they consistently provide to customers and their drivers,” said Ed Faulstick, operations leader, 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.”
GE Capital Fleet Services met stringent criteria established by independent researchers to earn the Center of Excellence designation. Key criteria 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.
“We certified GE Capital Fleet Services’ maintenance control center as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service,” said Bruce Belfiore, CEO of BenchmarkPortal and senior research executive at the Center for Customer-Driven Quality that was founded at Purdue University (News - Alert).
BenchmarkPortal is the custodian of the Center for Customer-Driven Quality’s database of contact center metrics, the largest in the world, founded in 1995 by Dr. Jon Anton at Purdue University. BenchmarkPortal is an industry leader in call center benchmarking, call center training, and call center certification worldwide. Visit the Web site atwww.benchmarkPortal.com
About GE Capital Fleet Services
GE Capital Fleet Services is a global fleet management company with operations in the United States, Canada, Europe, Japan, Australia and New Zealand. Visit the Web site at www.gefleet.com or follow company news via Twitter (News - Alert) (@GEFleetSvcs).
GE Capital offers consumers and businesses around the globe an array of financial products and services. For more information, visitwww.gecapital.com or follow company news via Twitter (@GECapital). GE (NYSE: GE) is an advanced technology, services and finance company taking on the world’s toughest challenges. For more information, visitge.com.
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Edited by Chris DiMarco