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GM Transforms Call Centers

In another effort to provide the best customer experience in the industry, General Motors is changing the way its customer call centers operate, staffing Customer Engagement Centers with expert advisors who reach out to new owners to answer questions and are empowered to resolve most issues on the spot.

“We’re not waiting for customers to come to us,” said Alicia Boler-Davis, vice president of Global Quality and U.S. Customer Experience.  “We proactively reach out to offer support and open a dialogue with our Chevrolet, Buick, GMC and Cadillac customers. This includes our social media team interacting on Facebook, Twitter and popular vehicle forums to offer assistance.”

At the same time, GM is implementing processes and tools to enable the channeling of data from the centers to its designers and engineers to capture the voice of the customer for further improvements in vehicle programs.

The transformation from Call to Customer Engagement Centers includes bringing advisors closer to the people at GM who can support quick decisions for GM’s customers. Approximately 300 advisor positions will be located at the GM Technical Center in Warren, Mich. from the consolidation of other business operations.

The moves also include a subset of social media advisors that will be located on the same floor as Boler-Davis in GM’s Global Headquarters in Detroit.

“At GM, we value the relationships we have with our customers and we want to exceed their expectations at every touch point,” said Jim Moloney, general director of Customer & Relationship Services.  “This is another example of the companywide changes that are taking place at GM to get everything right for the customer.”

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