Los Angeles, CA (PRWEB) October 30, 2014 -- The GE Capital Fleet Services’ maintenance control center, has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient,” said BenchmarkPortal CEO Bruce Belfiore. “It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”
To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world's largest database of contact center metrics. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.
Factors (called key performance indicators) such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.
“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies,” said Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. GE Capital Fleet Services Center, has shown its ability to achieve that balance through its objective performance metrics. We certified GE Capital Fleet Services’ maintenance control center as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service.”
“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence, It is an achievement of distinction,” added Belfiore, who has been with the company since 2000.
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit http://www.BenchmarkPortal.com.
About GE Capital Fleet Services
GE Capital Fleet Services, based in Eden Prairie, Minn., is a global fleet management company. With strategic consulting, deep analytical insights and experience in every industry, we’re uniquely positioned to help you continuously drive results – from the road all the way to the board room. In 2013, our fleet customers realized $209 million in savings through opportunities identified by our fleet team. Visit the website at http://www.gefleet.com or follow the company’s news and updates via Twitter (@GEFleetSvcs). GE Capital offers consumers and businesses around the globe an array of financial products and services. For more information, visit http://www.gecapital.com or follow company news via Twitter (@GECapital). GE works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works. For more information, visit the company's website at http://www.ge.com.
Crystal Robertson, BenchmarkPortal, http://www.benchmarkportal.com, +1 800-214-8929 Ext: 11, [email protected]