General Motors Fleet and Commercial Operation's Fleet Action Center hit a major milestone in early January 2010 when it responded to its one millionth call, further highlighting the company's commitment to serving its fleet and commercial customer's specific needs. With more than 500 years of automotive experience collectively, the Fleet Action Center agents work quickly to respond and resolve the fleet and commercial inquiries.
"Every call that comes in is a moment of truth. It's a moment when someone needs help and we're there to provide the help they need," said Don Kaiser, GM Fleet and Commercial Operation manager of customer support and Fleet Action center. "We are an asset to our customers because we have the answers or know where to find the answers - the knowledge to meet their needs and save them valuable time."
The Fleet Action Center's incoming calls are manually tracked and categorized using four call prompts: incentives, fleet account number inquiries, order management and specifications, and service. The agents, most of whom have experience in many different areas of the automotive industry from manufacturing to sales and service, are cross trained in the first three categories. Service inquires are filtered directly to a specialist in fleet and commercial service issues.
"Dealers and customers have come to rely on the Fleet Action Center as an important source of knowledge to answer questions and assist in all their fleet needs," said Brian Small, GM Fleet and Commercial Operation executive director. "Our mission is to make it as easy as possible - cut down the number of buttons pushed, keys typed or calls transferred - to help our callers get their answer quickly."
The agents are housed at GM's Technical Center in Warren, Mich. and many have been part of the Fleet Action Center team since the center's beginning nearly 10 years ago.