GE Capital Retail Bank (GECRB), a leading provider of financial solutions to retailers and consumers, announced Dec. 18 that it has achieved certification as a 2014 Customer Service Center of Excellence from BenchmarkPortal, LLC, a global leader in the contact center industry. Awarded to customer service call centers that rank in the top 10 percent of all call centers audited, the designation applies to all GE Capital Retail Bank call center locations worldwide and specifically cites the business for “record levels of associate satisfaction” and high customer satisfaction, among other effectiveness and efficiency measures that surpass industry averages.
“We are proud to earn this distinction, which is a testament to our commitment to provide a customer-focused experience, as well as a great work environment for our employees,” said Margaret Keane, CEO and president of GE Capital Retail Bank and GE Capital Retail Finance. “Earning what is among the most prestigious awards in the customer service and support industries underscores our efforts to build industry-leading processes and programs that drive sales for our retail clients and offer value for customers.”
The BenchmarkPortal team conducted an on-site visit and audited GE Capital Retail Bank’s call center metrics and processes, comparing key performance indicators with best practice data from thousands of contact centers. The rigorous certification process is metrics-driven and assesses call centers against objective and quantitative data for efficiency and effectiveness.
“The certification process holds contact centers to performance levels that will improve their competitive position, not just adhere to an arbitrary standard,” explained Bruce Belfiore, CEO of BenchmarkPortal. “By optimizing their costs and their ability to satisfy customers, they exemplify best practices in a very important sector and benefit the organization’s shareholders, employees and customers.”