News : GM ‘Insourcing' Hundreds of Jobs in Metro Detroit
WARREN, MI, Dec 9, 2013 -- General Motors Co. expects a new Customer Engagement Center to help streamline operations and bring hundreds of positions to its Warren Technical Center campus in Michigan.
The new center is part of the Detroit-based automaker’s plans to "insource" its call center operations in an attempt to manage them as "a core part of the business."
"This is really an important milestone for us," said GM North America President Mark Reuss during a media event Monday announcing the opening of the center in Warren, Mich.
Reuss said the new center is another example of how GM is becoming a "customer-centric, customer-focused business." This is the first time since the late-1980s that GM has had a facility like the Customer Engagement Center located with its product quality department, according to Reuss.
GM said the Customer Engagement Center will bring 300 advisors, or consultants, and 35 GM managers to the facility by year’s end. The majority of positions, according to GM, will be brought from Argentina.
The new center will enable GM to quickly funnel customer feedback to the automaker’s product teams, according to officials.
Alicia Boler-Davis, senior vice president Global Customer Experience and Quality, said the new center is part of GM's overall mission to improve customer satisfaction and retain customers.
"That's really what it's all about, driving loyalty," she said during the event.
Posted by Veronica Silva Cusi, news correspondent
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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: Tuesday, December 10, 2013