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December 18, 2013

GM opens new call center on Warren tech campus

By Brian Louwers
C & G Staff Writer

WARREN — “Insource” to Warren. That’s the decision General Motors Co. made again Dec. 9 when it opened a new Customer Engagement Center on the GM Technical Center campus.

According to a statement released by the company, the “state-of-the-art” facility will consolidate 300 advisors and 35 managers in Warren by the end of the year.

“We recognize that our front line of customer advisors is directly connected to our bottom line,” GM Senior Vice President for Global Customer Experience and Product Quality Alicia Boler-Davis said in a statement. “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.

“This engagement center exemplifies our customer-centric focus, using robust agent training and an all-new case management process that greatly reduces the time it takes to satisfy a customer. It’s another example of how we’re looking at every customer contact as an opportunity to create long-lasting relationships,” Boler-Davis said.

The company apparently decided to place the new Customer Engagement Center on the Tech Center campus to ensure the quick delivery of customer feedback to product developers. According to the release, designers and engineers will have the ability to listen to live customer calls without interfering with the advisor. 

The opening of the Customer Engagement Center came three months after GM announced the completion of a 50,000-square-foot addition to its existing Global Battery Systems Laboratory at the Tech Center, billed as “the largest and most technologically advanced automotive battery lab in the U.S” and the company’s global “nerve center” of battery systems development. GM had invested $8 million in 2010 to double the size of the lab.

In 2011, the company announced plans to invest $130 million to build a centralized data center in the Tech Center’s Cadillac Building. Later in 2011, GM unveiled a $325 million investment at their Mound Road transmission plant to support current and future electric vehicle production.

GM is Warren’s largest corporate taxpayer. Mayor Jim Fouts previously lobbied the company to move its headquarters operations from Detroit to the Tech Center and tied the city’s financial future to that of the company.

“As GM goes, so goes Warren,” Fouts said in September.

You can reach C & G Staff Writer Brian Louwers at brianlouwers@candgnews.com or at (586)498-1089.