ARI Opens Houston Call Center for Fleet Management Services
Fifth North American Call Center Ensures Fast, Expert Driver Support as Company Grows
MT. LAUREL, NJ (December 6, 2011) – ARI®, a leading global fleet services provider specializing in complex car and truck fleets, today announced the start-up of a new Houston Call Center. This is ARI’s fifth North American Call Center, including Maple Shade, New Jersey; Grapevine, Texas; Mississauga, Ontario, and Montreal, Quebec.
According to ARI Senior Vice President of Fleet Services, Bob White, call volume for 2011 is on track to hit 3.1 million calls in the U.S. alone because of the company’s outstanding growth over the past few years. ARI now manages over 775,000 vehicles. “We are pleased to make this investment to support our growth. ARI has been ranked number one in customer satisfaction since 2003 so delivering the best service for drivers is our highest priority. Having the most certified technicians in more locations throughout North America, using state-of-the-art call center and web-based technologies, ensures that we can deliver the fastest possible response times and the highest level of service to our clients’ drivers.
“Houston was chosen as the location of our new Call Center based on the availability of qualified technicians. But other consideration included availability of quality facilities, accessibility for local employees and ARI’s management team, and the overall quality of life for ARI employees,” added White.
The new ARI Call Center has capacity for 185 employees. Calls are allocated based on the percentage of employees in each ARI Call Center and are routed to the most appropriate available technician, regardless of location, to ensure the fastest response times.
Ted Davis, Department Head, Call Center Operations, says that the company began hiring technicians from the Houston area this past August and putting them through an intensive training program in its Grapevine facility. “We temporarily relocated new technicians to Grapevine so they’d not only be capable of taking calls the first day we opened our doors in Houston but they’d also have absorbed the ARI culture. In addition, we relocated experienced technicians from Grapevine and Maple Shade to support the new team.”