The U.S. maintenance control center for GE Capital Fleet Services has been certified as a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality, founded at Purdue University, GE announced.
According to GE, the Center of Excellence certification is “given to customer service call centers that rank in the top 10% of call centers surveyed for efficiency and effectiveness. In GE’s case, the award recognizes its focus on “cost-related metrics and quality-related metrics when compared with industry peers.”
“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.”
Among the criteria used for the honor were 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, the company said.
“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.