Ford Launches Call Center Dedicated to Helping Truck Owners
Houston-based center is Ford’s latest attempt to turn truck owners into repeat buyers.
It’s no secret that trucks are big business for Ford. The F-150 has steadily produced the lion’s share of profits for the company for quite some time. And with the increasing demand for utility and lifestyle vehicles, the Blue Oval is in a good position to retain loyal buyers while simultaneously wooing new ones.
That’s why Ford recently opened a truck-oriented call center in Houston, Texas. The Detroit News notes that the facility, which opened September 9, boasts 500 employees ready to assist truck owners with any problem they might have. The move is the latest in a series of endeavors undertaken by the company to keep owners satisfied after their purchase.
Ford’s newest call center is focused on agents that “own the call.” Instead of being shuffled around to different employees, customer will speak to the same representative throughout the entire call. The approach will percolate to Ford’s other call centers in the future. Additionally, the company plans to open call centers focused on assisting Transit and SUV buyers.
The moves come as Ford engages in multiple campaigns that prioritize customer retention. FordPass Rewards, which launched earlier this year, allows Ford buyers the opportunity to earn points towards service visits, complimentary maintenance, and discounts toward future vehicle purchases. Ford initiated a mobile service program earlier this year as well. The company is also working on improving the lease renewal experience.
Customer loyalty ensures Ford gets repeat buyers. With Ford exiting the passenger car market, their ability to retain buyers is more important than ever. And despite the importance of the face-to-face experience at the dealership, Ford’s call centers allow the company another chance to inform and engage customers facing problems with their vehicles.
Photos: Ford