SPARKS, MD – For the second year in a row, PHH Arval’s Driver Response Team was named a Finalist for Contact Center of the Year in the fifth annual Stevie Awards for Sales & Customer Service.
PHH Arval, one of the world’s leading fleet management companies, uses consultative expertise, superior customer service, and innovative technology to help reduce costs and increase productivity. To respond to the wide range of issues encountered by today’s drivers, PHH Arval created the Driver Response Team to quickly resolve driver problems or questions and to help maintain an efficient fleet for its clients.
Each team member must train for 18 months to acquire a wide body of knowledge about all aspects of fleet management. After training, they are well equipped to handle questions from fleet drivers on any issue related to their company cars or trucks. The goal is to answer inquiries quickly, accurately, and completely, and get the employee back to work. The Driver Response Team logs approximately 13,000 calls per month and maintains a 94 percent first call resolution. In addition, the high level of service provided by the Driver Response Team is a key factor in PHH Arval achieving a 95 percent overall driver satisfaction rate for 2010.
“We’re once again honored to be considered among the best in the highly competitive world of contact centers,” said Pam Walinski, Vice President of PHH’s Customer & Vehicle Services division. “Our Driver Response Team was designed with the drivers’ needs in mind, and the entire team is dedicated to providing superior customer service to help increase the productivity of fleet drivers, which, in turn, yields better results for our clients.”
PHH’s Driver Response Team has also been the recipient of the “Outstanding Customer Support Performance Award” given by the Fraser Group, LLC, a management consulting firm that measures call center performance, for two consecutive years in 2009 and 2010.
The awards are presented by the Stevie® Awards, which organizes several of the world’s leading business awards shows including the prestigious American Business Awards.
Nicknamed the Stevies for the Greek word “crowned,” winners will be announced during a gala banquet on Monday, February 21 at the Eden Roc Renaissance Hotel in Miami Beach, Florida. Nominated customer service and sales executives from the U.S.A. and several other countries are expected to attend.
About PHH Arval
PHH Arval, a subsidiary of PHH Corporation [NYSE: PHH], 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.
The Teamsters Union leadership has voted to approve a labor deal with UPS that includes raises and benefit increases for company drivers and reflects the surging demand for delivery services.