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Chrysler call centers to be open on Sunday

by Bill Cawthon on

Bloomberg News is reporting that Chrysler plans to keep its customer-support telephone lines open on Sundays. The extended hours are art of a Mopar CEO Pietro Gorlier’s strategy to improve the automaker’s customer service.

Gorlier said Chrysler repatriated its call center from India to North America last year and customer-on-hold times were slashed. Paul Alcala, head of Chrysler customer care and call centers, said callers under the old system typically waited more than two minutes to reach an actual person; that time is now 30 to 45 seconds. Chrysler opened its call center on Saturdays last year and the call volume has doubled to about 20% of weekday traffic.

“I wouldn’t say that it was set up to get rid of people,” Gorlier said of the previous system. “But the most important driver was to contain costs, and the best way to contain costs is to reduce the number of calls you have.”

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 just-auto.com, 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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