General Motors Company (GM) customer calls doubled since recall

Posted Mar 28, 2014

General Motors Company (NYSE:GM) said that the number of inquiries to a customer call center in Warren, Michigan have more than doubled during peak hours since the auto company recalled 1.6 million cars that have faulty ignition switches. The Customer Engagement Center opened last year to increase customer retention and improve service.

GM CEO Marry Barra is going to go before U.S. House and Senate committees next week to answer questions about why it is taking so long to recall troubled vehicles. The recall affects over 1.5 million additional vehicles.

?Since GM announced the ignition switch recall, the center has seen more than double the amount of calls during peak times from typical daily call volumes,? said Alicia Boler-Davis, GM’s SVP for global quality and customer experience in a message to Bloomberg. ?Up to 100 dedicated, specially trained advisors have been available to quickly assist customers with questions on this issue alone, bringing down the average wait time to less than a minute.?