SPARKS, MD – For the third consecutive year, a PHH Arval customer service team has been recognized for outstanding customer support.
“We makecustomer service a priority. So it is rewarding to have our efforts recognized – especially by The Fraser Group, which sets rigorous standards that must be met in order to achieve an ‘outstanding‘ level of performance,” said Senior Vice President and Chief Operating Officer Tom Keilty.
The Fraser Group, a management consulting firm that helps organizations improve performance, recently presented PHH Arval’s Vehicle Accident Services Driver Assistance Team with its “Outstanding Customer Support Performance Award for 2011.” It is the third year that a PHH Arval team has been recognized for customer service excellence. In 2009 and 2010, PHH Arval’s Driver Response Team won the award. (Go to http://www.phharval.com/home/about-phh/recognition for more information on previous awards.)
Throughout the past year, The Fraser Group monitored and scored calls taken by PHH’s Vehicle Accident Services Driver Assistance Team against the firm’s proprietary call center methodology. Each call is evaluated based on 36 criteria and PHH consistently rated at 90 percent or higher over the past four quarters. To date, PHH is the only company among those measured that has achieved this level of performance.
Barry Maners, managing director of The Fraser Group, presented the award to PHH Arval during an awards ceremony at the company's headquarters in Sparks, MD.
During the presentation, Maners said “Fraser has scored literally thousands of calls for more than 100 customer contact centers. Of those centers, only three have been awarded 90 percent of the total points available for four consecutive quarters based on a statistically relevant sample of calls. PHH Arval’s Driver Response Team was the first to reach that threshold and now PHH Arval’s Vehicle Accident Services Driver Assistance Team has also achieved this level of outstandingcustomer support.”