LAKEWOOD, Colo. -- Ninety-five percent of dealers who responded to a service quality survey from GE Auto Warranty Services rated the company as exceeding expectations for efficiency and timeliness. More than 93 percent said service was above expectations compared to industry competitors.
Metrics from the first half of 2005 show the online claims process typically takes 3-4 minutes. With direct deposit as the payment option, a dealer can process a claim and receive funds without ever making a phone call. Payment is received in two business days. Other payment options include MasterCard, available via the IVR system, which normally is completed within a half hour of invoice submission.
For phone inquiries, records show callers waited an average of 15 seconds to reach a representative. Average time for call resolution was 5 minutes. Fast handling resulted in a low call abandon rate of 1.5 percent, compared to the call center industry average of 4 percent.
On average, adjusters with GE Auto Warranty Services have more than 20 years of industry experience, including automotive, warranty, customer service and technical support.
"This cross-functional and broad ranging focus enables us to provide 'one call' service," said Jim Slavik, president of GE Auto Warranty Services. "For dealers with busy service departments, the less time they spend on a call or claim with us, the more time they can spend taking care of their customers."
