GE Capital Fleet Services' maintenance control center, located at the business headquarters Eden Prairie, Minn., has been certified for the fourth time by BenchmarkPortal as a Center of Excellence.
The Center of Excellence certification is awarded to customer service call centers that rank in the top 10 percent as 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, according to the fleet management company.
Through its maintenance control center, GE Capital Fleet Services provides 24/7 support to its customers' fleet managers and drivers, helping them control costs, enhance driver productivity, and manage and maintain their fleets.
GE Capital Fleet Services needed to meet stringent criteria established by independent researchers to earn the Center of Excellence designation. These criteria included customer satisfaction, service level standards, resources, employee training, leadership, process management and operational efficiency. These were measured through live call monitoring, evaluation of performance metrics and team focus groups, and by contacting customers for direct feedback.