Donlen's world-class Driver Call CenterBANNOCKBURN, Ill. — Donlen announced today that its Driver Call Center has earned world-class recognition by being awarded the Outstanding Customer Support Performance Recognition award from the Fraser Group for achieving scores seldom attained by customer contact centers.

Donlen’s nine customer service representatives were evaluated against 57 measurable standards of performance. To achieve this world-class recognition, call center customer service representatives must receive a performance score above 90 percent in areas such as listening, questioning, confirmation, professionalism and closing for four consecutive quarters. These metrics address the quality of the customer service representatives’ management of the entire driver experience.

“For the past year, our Donlen Driver Call Center customer service representatives constantly improved and actually achieved a performance score of 97 percent last month,” Bill Byrnes, vice president of contact center operations, said. “We are especially proud of this recognition considering the fact that since 2014, the Fraser Group has awarded this recognition to only five of the more than 70 call centers it works with.”

This past July, the Donlen Maintenance Call Center was also designated world-class by receiving the Outstanding Customer Support Performance Recognition by The Fraser Group. The Fraser Group is a management-consulting firm with extensive experience in voice of the customer research. For more than 20 years, the Fraser Group has focused on the application of analytical techniques with research designs that provide actionable information for the management in the areas of customer loyalty and satisfaction, customer relationship management, and employee satisfaction measurement and improvement.

About Donlen

Donlen develops the fleet management industry’s most innovative technology solutions and offers a proactive, hands-on approach to customer service. For more than 50 years, Donlen has empowered its customers to focus on their core business and drive continuous improvement in their fleet’s operational and financial performance. Headquartered in Bannockburn, Ill., Donlen is a wholly owned subsidiary of The Hertz Global Holdings. For more information about Donlen’s best-in-class fleet management solutions, visit www.donlen.com