Wheels' Workforce Management Team Earns American Business Award

Wheels, Inc., a leader in the multi-billion-dollar fleet leasing industry, took home a service department award at the 2013 American Business Awards (also known as “The Stevies”) for Sales & Customer Service.

The Wheels Workforce Management Team (WMT) was presented with a Bronze Stevie in the Back-Office Customer Service Team of the Year category during an award gala Monday night in Las Vegas.

Wheels’ WMT is a group of staffing experts that utilizes a combination of advanced technology and best-in-class processes to deliver a highly efficient call routing system to successfully handle the more than 1.4 million annual driver and vendor calls the company receives.

The Wheels WMT oversees more than 100 customer service agents who handle calls from drivers and vendors. The team configures the automated assignment of each call to dozens of unique service categories and subcategories – such as roadside assistance, vehicle maintenance and fuel support – through real-time call management technology.

Wheels’ proprietary routing system enables live scheduling for each agent, as well as real-time coaching, auditing, and reassignment. The company keeps secondary and tertiary staffing resources on hand to immediately respond to unfolding events and sudden spikes in call volume, ensuring that its aggressive performance targets are achieved each and every day.

The Stevies are the world’s premier business awards, and the Sales & Customer Service award segment honors the accomplishments of sales, customer service, and call/contact center professionals across the globe. Award entrants are from all types of businesses – large and small, public and private, for-profit and non-profit – in virtually every industry.

This year the American Business Awards received nearly 1,100 nominations for consideration in 71 Stevie categories.

“From our perspective this was the most successful Stevie Awards for Sales & Customer Service yet,” said Michael Gallagher, president and founder of the Stevie Awards. “Not just because of the increase in the number and variety of entries, but in the extraordinary quality of the entries. Judges have told me how impressed they were with the success stories they reviewed this year. All of this year’s Stevie Award winners are truly deserving.”