Photo: Ford Motor Company
Houston, we have a … well, the opposite of a problem. A new Ford customer contact center opened in the city easier this month, bringing with it 500 new jobs and giving Ford customers a friendlier and more focused ownership experience.
“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, said at the ribbon-cutting ceremony earlier this month. “We’re building a new culture here — a new way of relating to and helping our customers.”
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Ford anticipates that the call center will handle as many as 1 million customer and dealer calls when it gets up to speed. It will serve as the basis for several global contact centers, particularly in its mandate that employees “own the call.” This ethos moves away from the dreaded notion of calls being passed between representatives, instead having one agent stay with a customer for the duration of a call to ensure its absolute completion.
Dealerships will have a similarly intimate experience with the assignment of a dedicated customer experience agent who handles all issues.
Currently, the new Ford customer contact center houses a special group of agents dedicated to truck customers. These specially trained agents provide a level of expertise that makes them invaluable to Ford’s largest customer base. Similar groups are expected to be built around SUVs and Transit vans in the near future.
So far, Ford is already seeing results from its transformation, and it expects that following the model further will continue the trend of customer loyalty and successful dealership operations.
“[W]e’re reimagining every single part of a customer’s ownership journey,” said Ford. “Everything we’re doing is to empower customers and make their complicated lives simpler and worry-free.”
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