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In January, Detroit-based General Motors Fleet and Commercial Operation's (GMFCO) Fleet Action Center responded to its 1 millionth call. The Fleet Action Center's agents respond to and resolve fleet and commercial inquiries.

The Fleet Action Center's incoming calls are manually tracked and categorized using four call prompts: incentives, fleet account number inquiries, order management and specifications, and service. The agents, most of whom have experience in many different areas of the automotive industry, are cross-trained in the first three categories. Service inquires are filtered directly to a specialist in fleet and commercial service issues. “Dealers and customers have come to rely on the Fleet Action Center as an important source of knowledge to answer questions and assist in all their fleet needs,” said GMFCO Executive Director Brian Small in a statement. “Our mission is to make it as easy as possible — cut down the number of buttons pushed, keys typed or calls transferred — to help our callers get their answer quickly.”

The Fleet Action Center agents are housed at GM's Technical Center in Warren, Mich., and many have been part of the team since the center's beginning nearly 10 years ago. To contact GM's Fleet and Commercial Operation Fleet Action Center, call 1-800-FleetOp.