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General Motors amplifies its customer care support through Raya Contact Center

In a move to strengthen its customer relationship and overall ownership experience, General Motors Middle East Operations (GM MEO) selected the Egyptian-based Raya Contact Center (RCC) to manage communications with its customers across the Middle East.

United Arab Emirates: Monday, July 30 - 2007 at 11:58
PRESS RELEASE

Raya Contact Center.

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The main objective of the call centre is to provide information to current customers, prospective customers and dealers on GM's brands in the Middle East. Information includes aftersales service, warranty and roadside assistance as well prospecting and information on marketing offers.

'RCC has demonstrated exceptional capabilities in meeting all our requirements with regards to people, quality, training, processes, best practice and technology,' said Manny Suriel, service manager at General Motors Middle East. 'Through this new relationship we will have a better understanding of prospective and current customers' needs and issues, more in-depth feedback from customers about the level of service currently provided.'

The contact centre will provide services for Chevrolet, Cadillac, GMC, HUMMER and Saab customers in Saudi Arabia, Bahrain, Oman, Qatar, Syria, Lebanon, Jordan, Kuwait and United Arab Emirates.

Contact centre representatives will also provide an advertisement response service to prospective customers that inquire about GM product advertising or direct mail campaigns. Representatives will also provide customer care support, offer guidance to GM existing customers, solve their problems and respond to their concerns.

The contact centre will also provide a premium welcome call service to Cadillac, HUMMER and Saab owners. Customers will be contacted within a week of new vehicle delivery to welcome them to GM's ownership experience. Contact centre representatives will conduct surveys regarding the customers' buying experience, reiterate the aftersales care package and proactively offer assistance regarding any pending issues or concerns.

Moreover, GM and RCC will enhance the Customer Loyalty Programme through an established HUMMER Helpdesk to manage the introduction of the HUMMER H2 and fulfil critical requirements to maintain contact with all customers.

RCC's high-tech call center facility has a collective capacity of 1,200 seats that are occupied by more than 1,700 multilingual internationally certified agents, providing their contact center and BPO services to Global Fortune 500 clients in the Middle Eastern, European, USA, Australian and Japanese markets. RCC is ISO certified and currently finalizing COPC certification.

'We look forward to building a long-term relationship with General Motors, as its comprehensive brand portfolio posses a significant welcomed challenge,' said Khaled Shash, CEO of Raya Contact Centre. 'Our best practice in the automotive industry and our professional dedicated team's understanding of GM ME's business needs was the key to success as blending both experiences ensures the enhancement of the customer's ownership experience.'

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Notes and media contacts

For more information:
Saada Hammad
Communications and Public Relations Manager
General Motors Middle East
Tel (+9714) 3143350

General Motors has been the global automotive sales leader for 75 years. Founded in 1908, GM today employs about 284,000 people around the world. With global headquarters in Detroit, GM markets its cars and trucks in 33 countries.

In 2006, 9.1 million GM cars and trucks were sold globally under the following brands: Buick, Cadillac, Chevrolet, GMC, GM Daewoo, Holden, HUMMER, Opel, Pontiac, Saab, Saturn and Vauxhall. It marked the third time (2006, 2005 and 1978) GM has sold more than 9 million vehicles in a calendar year.

GM has been operating in the Middle East since the 1920s. GM's vehicle brands sold in the region are Cadillac, Chevrolet, GMC, HUMMER, Opel and Saab supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the company's operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Syria, UAE and Yemen.

In 2006, GM sold 140,509 vehicles in the Middle East, representing a 24 percent increase over figures recorded in 2005, and the company continues to introduce pioneering programmes in the region. One example is GMs' unique Nationalisation programme in the Kingdom of Saudi Arabia, which has been officially recognised by the Saudi government as a benchmark for training young nationals.

Posted by Lara Lynn Golden, News Editor
Monday, July 30 - 2007 at 11:58 UAE local time (GMT+4)

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This Article was updated on Sunday, August 26 - 2007

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