China — On September 1, at 8am sharp, Lincoln celebrated the launch of the Lincoln Call Center in China. Since the construction of the team in April, Lincoln China has finally finished all the preparations to successfully launch the Lincoln Call Center.
The Lincoln Call Center is an important customer contact point with corporate strategy for Customer Relationship Center (CRC) and Lead Management Center Services (LMC), whereby CRC and LMC activities for the Lincoln brand in the China market is managed by one preferred operational provider, responsible for delivering a quality service in a cost efficient fashion.
And as a the Lincoln Call Center, it also follows suit with the Lincoln Way and Lincoln culture, focusing on great and personalized customer service. After a call, to gain further customer insight, a call survey was designed to gather constructive client feedback on the service performance with the intent to measure real-time customer satisfaction. By introducing the Lincoln Way, they hope to exceed expectations in all deliverables, which includes but is not limited to communication, organizational skills, IT technologies, proactive problem solving, and professionalism in their commitment to the company, business partners, management team, peers and clients.
The successful launch of the Lincoln Call Center is a direct result of all the help, hard work and dedication of the Ford IT team, Percepta Global, China Top Management and everyone else who supported the setup of this call center.