News : General Motors to Transfer 300 Call Center Workers
Mar 7, 2013 -- General Motors Co. is moving about 300 call center positions into its Warren Tech Center this summer, a GM spokeswoman confirmed Thursday.
GM spokeswoman Susan Waun said all of the workers will remain contract employees when they relocate to Warren.
The 300 jobs will be new to Warren and stem from consolidating positions from multiple call centers, Waun said.
She declined to provide their originating location, but said the move will put call center employees closer to people at GM who can support and help them make quick decisions. Waun said she could not comment on how Allegis Group, a contract house, will fill the jobs in Warren.
The company is trying to be more proactive and is reaching out to car owners to answer questions and quickly resolve issues and complaints, including through social media.
IBM manages contracts for GM's call centers — now called customer engagement centers. IBM spokeswoman Trink Guarino said Thursday she would not comment on staffing issues and would not disclose the current locations of the call center employees . She also declined to comment on whether the changes would lead to any layoffs.
"(We) continue to be their technology provider in their transformation of their customer engagement center and will continue to provide extensive services to support GM," Guarino said.
GM said it is adding tools that will allow data from call centers to get into the hands of designers and engineers to use the customer's voice to improve vehicle programs.
GM also is relocating about 20 social media contract advisers into the Renaissance Center in Detroit.
Some of those social media agents previously worked at a subcontractor's office in Saginaw Township. The relocated social media advisers now will be located on the same floor as Alicia Boler-Davis, GM's vice president of global quality and U.S. customer experience.
"At GM, we value the relationships we have with our customers and we want to exceed their expectations at every touch point," said Jim Moloney, GM's general director of customer and relationships services, in a statement. "This is another example of the companywide changes that are taking place at GM to get everything right for the customer."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Quantity, Quality, Cost
More Editorial From General Motors
About General Motors:
General Motors Corp. (NYSE: GM), A global automaker, has been involved in global sales for 76 years. Founded in 1908, GM today employs about 284,000 people around the world. General Motors manufactures its cars and trucks in 33 countries.
Published: Friday, March 8, 2013