Outbound Call Center Featured Article

National Customer Service Week Celebrated by OnStar

By Calvin Azuri
TMCnet Contributor

More than 2,000 advisors will be honored by OnStar as part of the National Customer Service Week. These advisors will be recognized for their high-quality service. For more than 15 years, the advisors have responded to 308 million OnStar calls. A wealth of information is provided to nearly six million subscribers by OnStar advisors. These advisors field more than 100,000 calls a day to support the subscribers 24 hours a day, seven days a week.

Apart from providing directions, OnStar advisors have helped to airlift a man from the roof of his Cadillac during Hurricane Katrina. They have also helped in delivering a baby. A subscriber received a life-saving lung transplant after being guided to a hospital by an OnStar advisor.

In a press release, Chris Preuss, president of OnStar, said, "The human connection of our Advisors is what makes OnStar unique from any other service offered on the market. National Customer Service Week gives us the opportunity to not only recognize our dedicated advisors, but to also raise awareness of the important role that they play throughout OnStar."

OnStar advisors have helped to unlock more than 4.8 million doors in the last 15 years. More than 61 million turn-by-turn navigation routes have also been delivered by these advisors. OnStar advisors have not only responded to over 148,000 vehicle crashes, but have also provided roadside assistance to 2.4 million subscribers. More than 51,000 stolen vehicles have also been located with help from OnStar advisors in 15 years.

Vicky Lenke, Navigation advisor at OnStar, said, "Every day is a unique and memorable experience. Whether I am helping someone find the nearest gas station or setting up a family's summer trip to Disney (News - Alert) World – it's always satisfying knowing that you could help them in some small way."

During an emergency, OnStar advisors stay on the phone. Emergency responders are provided all crash details by the advisors, including the precise vehicle location. This information helps in getting life-saving treatment on time.

Preuss added that a great satisfaction is felt by many advisors when they help the subscribers in the most stressful situations. The advisors offer immediate, knowledgeable and personalized attention to the subscribers.