Sparks, MD (Dec. 8, 2011) – For the third consecutive
year, a PHH Arval customer service team has been recognized for outstanding
customer support.
“We make customer 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.”
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 Arvalhelps 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 States, 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.
About The
Fraser Group
The Fraser
Group, LLC is a management consulting firm with extensive experience in helping
organizations collect and understand the voice of their customers. For over a decade, The Fraser Group has
focused on providing actionable information to management,based on the voice of
the customer, in the areas of customer support process improvement and the
improvement of the performance of customer contact representatives. For more
information, visit TheFraserGroup.org.
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