General Motors Company (GM) opens a new customer engagement center

Posted Dec 9, 2013

General Motors Company (NYSE:GM) has decided to in-source their call center operations and will manage that part of their business within the United States. The auto giant will bring hundreds of jobs to the U.S. as they have officially opened their Customer Engagement Center at the GM Technical Center campus today. Around 300 advisors and 35 managers will be working at the new facility by the end of the year.

?We recognize that our front line of customer advisors is directly connected to our bottom line,? stated Alicia Boler-Davis, senior vice president Global Customer Experience and Product Quality. ?Instead of focusing on closing cases as quickly as possible, we?re focused on listening to our customers and satisfying them as quickly as possible.?

The Customer Engagement Center will focus on encouraging the collaboration among team members as they respond to customers.

The Customer Engagement Center will have a “Listening Lounge” to allow product designers and engineers to listen to customer calls without interfering with the advisor. The advisors will identify customer feedback that benefits GM’s product teams. The “closed-loop” will enable continuous improvement of GM’s cars and trucks.