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Chrysler bringing call centers back home

by Bill Cawthon on

According to Paul Alcala, Chrysler’s Director for Customer Satisfaction, Senior Management, the company is in the process of returning support for the Customer Assistance Center toll-free telephone number from India back to the United States.

Alcala says the transition will take several months to complete, but some calls are already being handled in America and the percentage will grow over time to 100 percent.

There will be two U.S.-based centers, Hamlin Road Center in Rochester Hills, Michigan, and one in Salt Lake City, Utah, called either SLC or Tier 2. All customer calls placed to 800-992-1997 will go to Salt Lake City first, and then to Hamlin Road, if needed.

Alcala said Chrysler is also working on a program that would allow dealership personnel to communicate with either center by e-mail. This feature is already operational at the SLC center and the company hopes to have it implemented in the near future at the Hamlin Road Center.

Bill Cawthon grew up in the auto industry in the 1950s. His Dad worked for Chrysler and Bill spent a number of Saturdays down on the plant floor at Dodge Main in Hamtramck. Bill is also the U.S. market correspondent for, a British auto industry publication, and a member of the Texas Auto Writers Association, which has named the Jeep Grand Cherokee the “SUV of Texas” several times and named the Ram 1500 as the “Truck of Texas” two years running.

Bill has owned five Plymouths (including the only 1962 “Texan”), one Dodge and one Chrysler and is still trying to figure out how to justify a Wrangler. He also has owned at least one of every 1:87 scale model of a Chrysler product. You can reach him directly at (206) 888-7324 or by using the form.

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