GE Capital Retail Bank (GECRB), a leading provider of financial solutions to retailers and consumers, today announced 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 ten 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,” explains 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,” explains 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.”About BenchmarkPortal Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information on BenchmarkPortal please call 1-800-214-8929 or visit www.BenchmarkPortal.com About GE Capital Retail Bank – a certified Center of Excellence, awarded by BenchmarkPortal GE Capital Retail Bank is a federal savings bank headquartered in Draper, Utah, and a member of the FDIC. GE Capital Retail Bank is part of the GE Capital Retail Finance business, among the country’s most successful retail lenders, with 80 years of experience in consumer financing. Together, they provide customized credit programs to retailers and consumers in the United States, including private label and bankcard credit programs to major national, regional and independent retailers, as well as private label credit programs, promotional and installment lending, bankcards and financial services for consumers through dealers, contractors, manufacturers, healthcare practices, and service providers across 20 industries.