GE Capital Fleet Services’ maintenance control center was 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% 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.
“This award recognizes the industry expertise and exceptional support our fleet services team provides to our customers,” said Ed Faulstick, senior vice president of operations, GE Capital Fleet Services. “Earning our fourth certification demonstrates how committed we are to providing customers with best-in-class service and support.”
Certification 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.
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