General Motors has announced the official opening of its Customer Engagement center, located within the GM Technical Center Campus in Warren, Michigan. Business consolidations will bring 300 advisors and 35 GM managers to the new facility by the end of the year.
Unlike the countless companies that outsource the majority of their call operations, GM will manage them as a core part of the business, helping bring hundreds of jobs to the US.
“We recognize that our front line of customer advisors is directly connected to our bottom line,” said senior vice president Global Customer Experience and Product Quality, Alicia Boler-Davis. “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.”
GM says the new Customer Engagement Center is designed to encourage creativity and collaboration among the team members as they listen to and respond to customers’ needs and wants.
Building the Customer Engagement Center on the Technical Center campus allows for customer feedback to quickly be passed along to product developers. Building on this idea is the “Listening Lounge”, which allows for product engineers and designers to directly listen in on customer calls.
Advisors will also identify customer feedback and relay the information that will most benefit GM’s product teams. GM says this “closed loop” of info helps the continuous improvement of their cars and trucks based on the customers’ needs and wants.