The New Ford Customer Contact Center Adds Over 500 Jobs to Houston!

 

On September 9 Ford motor Company opened its new customer contact center! The center offers an innovative customer-first approach and added more than 500 new jobs to the Houston area! 

 

This new center is the latest move by Ford to support its new focus on customer experience. The goal is to make everything easier and worry-free! This year alone Ford double its investment in customer experiences, including a new customer rewards program, mobile service, and global shopping venues. 

 

“Our Houston customer contact center is another step in Ford’s comprehensive, long-term customer-experience transformation,” Elena Ford, Ford’s chief customer experience officer, told media, dealers and local officials at a ribbon-cutting ceremony celebrating the opening of the new center. “We’re building a new culture here – a new way of relating to and helping our customers.”

“This Texas-sized customer contact center represents the hard-working people who make this state great and the diversity that makes it one of the most important economic engines in America,” said Joe Hinrichs, Ford president, automotive. “You are truck country, and Ford has been the No. 1 seller of trucks for 42 years running.”

The new center serves as the blueprint for all others to follow, and eventually it will handle 1 million calls a year from both customers and dealers! The majority of the calls come from customers looking for assistance with technology. This includes questions about keyless entry and pairing with SYNC3®. 

 

Agents are empowered to “own the call” which means they stay with the customer from first contact until each service and experience matter is resolved. There is limited passing of calls, which means less time on hold for customers. 

 

Agents are experts in all Ford products, in fact there is a special team of agents just for Truck owners. The heart of Ford’s business is trucks, so the company wants to ensure owners speak with someone who understands their needs.

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