SPARKS, MD - For the second year in a row, PHH Arval has received the "Outstanding Customer Support Performance 2010" award from The Fraser Group, LLC, a management consulting firm focused on helping companies measure and improve call center performance. The award acknowledges the superior customer service of PHH's Driver Response Team, a call center that responds to fleet driver calls and requests.
The Fraser Group sets rigorous standards that must be met in order to achieve an "outstanding" level of performance. Throughout the past year, Fraser has monitored and scored calls taken by PHH's Driver Response 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 eight quarters. To date, PHH is the only company among those measured by Fraser to have achieved this level of performance.
Barry Maners, managing director of The Fraser Group, presented the award to PHH Arval during an awards ceremony at the company's Sparks, Maryland, headquarters. Maners said, "PHH has once again demonstrated its commitment to customer service satisfaction by modeling its metrics not after internal needs, but on issues that matter to the customer. The fact that PHH has consistently performed at this top level for the past two years shows the company's dedication to fleet driver productivity and client satisfaction."
Tom Keilty, PHH Arval's Chief Operating Officer, said, "We are honored to receive this prestigious award for the second year in a row. The criteria we measure on each call are tough, and achieving 90 percent or better scores through eight consecutive quarters is a testament to the Driver Response Team's dedication and focus on customer service excellence."
About The Fraser Group
The Fraser Group, LLC is a management consulting firm with extensive experience in helping organizations collect and understand the voice of their customers. For over a decade, The Fraser Group has focused on providing actionable information to management, based on the voice of the customer, in the areas of customer support process improvement and the improvement of the performance of customer contact representatives. For more information, visit TheFraserGroup.org.
About PHH Arval
PHH Arval, a subsidiary of PHH Corporation [NYSE: PHH <http://www.phh.com> ], is a leading fleet management services provider in the United States and Canada. PHH Arval provides outsourced fleet management solutions to corporate clients, including nearly one-third of the Fortune 500 companies. Through consultative expertise, flexible customer service, and award-winning Internet technology, PHH Arval helps clients reduce costs and increase productivity. For more information, visit www.phharval.com or call 800 ONLY PHH.
About PHH Corporation
Headquartered in Mount Laurel, New Jersey, PHH Corporation is a leading outsource provider of mortgage and vehicle fleet management services. Its subsidiary, PHH Mortgage, is one of the top five retail originators of residential mortgages in the United States1, and its subsidiary, PHH Arval, is a leading fleet management services provider in the United States and Canada. For additional information about the company and its subsidiaries, please visit our Web site at www.phh.com.
Originally posted on Automotive Fleet