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PHH Arval Wins Customer Service Award from The Fraser Group

August 03, 2009 - Press Release

PHH receives “Outstanding Customer Service Excellence Award 2009” from The Fraser Group. (L-R): Barry Maners, managing director, The Fraser Group; Pam Walinski, vice president, PHH Customer & Vehicle Services; Jamie Nixon and Debra Smith, supervisors, PHH’s Driver Response Team; Kim Iwanowski, manager, Driver Response Team; and Matt Curnutt, project manager, The Fraser Group.

SPARKS, MD - PHH Arval was named the first-ever winner of the "Outstanding Customer Support Performance 2009" Award from The Fraser Group, LLC, a management consulting firm focused on helping companies measure and improve call center performance. The award, presented for the first time to any organization, recognized the performance of PHH's Driver Response Team, a call center which responds to fleet driver calls and requests. 

The Fraser Group monitored and scored calls taken by PHH's Driver Response Team against Fraser's proprietary call center methodology. Fraser assessed PHH's performance throughout each call, from greeting through problem resolution. The results, which captured PHH's metrics throughout the course of a full year, demonstrated that the Driver Response Team achieved an outstanding level of 90-94-percent performance achievement each quarter for four straight quarters.

According to Fraser's database of client benchmarks, the average level of achievement among customer call center organizations when first benchmarked is 68 percent. PHH is the first and only company among those scored by Fraser that has achieved four consecutive quarters of 90 percent or better performance.

In presenting the award to PHH Arval, Barry Maners, managing director of The Fraser Group, said, "Many customer support organizations believe the service they provide to their customers is of high quality based on a set of internal metrics like talk time, time to answer, the number of calls handled per hour and a series of other metrics than mean nothing to the calling customer. PHH has chosen to improve and measure its performance based on a set of metrics that describe what really matters to the customer. After adopting this true paradigm shift, PHH has attained a level of performance, based on these customer-driven metrics, that is truly enviable. To perform at this level, not for one measurement period but for four consecutive quarters, is truly outstanding performance."

Tom Keilty, PHH Arval's chief operating officer, said, "We are honored to receive this recognition, which is a tangible proof of our success in delivering quality customer service to our clients and their fleet drivers. We're even more proud of the fact that our Driver Response Team is so totally focused on increasing the productivity of the drivers who contact them - getting their questions answered and requests resolved quickly and completely. That's the true value of measuring, monitoring and assessing each call."

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

About PHH Arval

PHH Arval, a subsidiary of PHH Corporation, is a 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, or call 800 ONLY PHH.

About PHH Corporation

Headquartered in Mount Laurel, N.J., PHH Corporation is an 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 States, and its subsidiary, PHH Arval, is a fleet management services provider in the United States and Canada. For additional information about the company and its subsidiaries, visit


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