Outbound Call Center Featured Article

OnStar Opens yet Another Call Center in Xiamen

By Mini Swamy
TMCnet Contributor

OnStar, a wholly owned subsidiary of General Motors (News - Alert), opened its sixth global call center and the second in the city of Xiamen, an indication of the rapid growth of the telematics market in China.

In press release, Jon Hyde, general manager of Shanghai OnStar, said, “OnStar advocates the highest quality of customer service for our customers’ safety, security, and peace of mind,” and added, “The Xiamen Call Center embodies this concept, and will – together with the Shanghai Call Center – help satisfy our Chinese customers’ needs and contribute to OnStar’s long-term growth in China.”

While Shanghai OnStar has attracted has nearly 370,000 active customers in China, its independent call center in Shanghai achieved a milestone in May 2011 when it answered one million calls in a single month for the first time.

The OnStar Xiamen Call Center currently has 200 advisors with the ability to expand further and to keep pace with demand. It is an additional capacity to accommodate 750 more advisors. Together, all OnStar's call centers serve more than six million customers and respond to more than four million OnStar calls for any of the company’s 45 services each month.

OnStar has a customer base of more than six million and its advisors cater to a variety of Chinese dialects making it possible to reach out to distinct regions easily.

The OnStar Mobile App is a recipient of the 2011 Edison Award for Best New Product in the Remote Driving Aids segment and OnStar Stolen Vehicle Slowdown is a recipient of the 2010 Edison Award for Best New Product in the Technology segment.

In related news, the OnStar app is expected to allow owners to use traditional vehicle key fob functions such as remote start, horn and lights and door lock/unlock. The app will also provide a connection to the vehicle’s key diagnostic information including fuel tank level and range, remaining oil life, current and recommended tire pressure and lifetime average miles per gallon.