Egypt firm to manage GM call centre
Cairo, July 30, 2007
General Motors Middle East Operations (GM MEO) has selected the Egyptian-based Raya Contact Center (RCC) to manage communications with its customers across the Middle East.
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 General Motors Middle East service manager Manny Suriel. “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.”
“We look forward to building a long-term relationship with General Motors, as its comprehensive brand portfolio posses a significant welcomed challenge,” said Raya Contact Centre CEO Khaled Shash. "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."
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 the UAE.
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 call centre 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, the US, Australian and Japanese markets. RCC is ISO certified and currently finalising COPC certification. – TradeArabia News Service