General Motors said the number of incoming calls to its Customer Engagement Center in Warren, Michigan have more than doubled during peak operating hours since the recall of 1.6 million of its small cars last month, according to a report from Bloomberg.
GM moved its call center operations to the Customer Engagement Center last year. Now, the center and its workers face a tough challenge as GM looks to deal with the recall. Senior vice president for global quality and customer experience, Alicia Bolder-Davis, posted a message on GM’s Fastlane blog in regards to the efforts to assist affected customers with the Engagement Center.
“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,” Boler-Davis wrote. “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.”
CEO Mary Barra will go before the U.S. House and Senate committee on April 2 to face questioning in regards to why it took so long for the automaker to recall the vehicles, when it had potentially known about the faulty ignition switch since as early as 2001. The Department of Justice and the NHTSA are also investigating the matter.