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CNH INDUSTRIAL PARTS & SERVICE CALL CENTER EARNS CUSTOMER SERVICE AWARD
Source: CNH news release

CNH Industrial Parts & Service, the aftersales product support division of CNH Industrial (NYSE: CNHI / MI: CNHI), has earned one of the industry's most prestigious call center awards: the coveted Voice of the Customer/Employee Excellence Program Award for Highest Customer Service in the Helpdesk Industry.

The award's sponsor, Service Quality Measurement (SQM) Group, benchmarked more than 450 leading North American call centers from January 1 to December 31, 2013. Specifically, the group telephoned 400 customers within two business days of contacting the call center to understand their service experience and satisfaction, and the call center's first-call resolution performance.

The 2013 award went to CNH Industrial's Parts Technical Call Center, which provides technical support to roughly 5,000 agricultural and construction equipment dealers in North America. The Parts Technical group currently employs 17 call center professionals.

"This award clearly reflects the 'Best-In-Class' customer service levels that we provide to our dealers," said Jesse Heaton, who manages the Parts Technical call center. "Our goal is to address the dealers' concerns on the first call, and while that's not always possible, we now have the right people and processes in place to provide dealers with the answers they need, in a very timely manner."

The award winners are being announced to more than 145,000 call center industry professionals and appear on the Awards section of SQM's website: www.callcenteraward.com. In addition, press releases have gone out to several call center industry publications.

"We would like to congratulate CNH Industrial's Parts Technical call center team for winning this award," said Kevin Greaves, Client Advocate Vice President of SQM Group. "Clearly, this team cares deeply about supporting your company's vast dealer network, and their ongoing work shows just how passionate they are about seeking new better ways to support the dealers they serve."

SQM has recognized top-performing organizations since 1998, and the Voice of the Customer/Employee Excellence Program Awards are considered to be the industry's fairest and most credible service quality awards for measuring the customer's call-center experience.

The 2013 award winners will be featured in Pipeline magazine - SQM's Official Awards Guide - and the awards will be formally presented at the SQM Conference Award Ceremony on April 15 - 16, 2014, in Washington, D.C.


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