August 31, 2011 by onstarconnects
A Day in the Life of an OnStar Advisor
When you push your blue OnStar button for the first time, you’re getting access to someone who can help make your life on the road a whole lot easier — someone like Tim Watts, one of the OnStar Blue Button Welcome Call Advisors.
As the owner of a new GM vehicle, you receive OnStar Directions & Connections service for a complimentary trial period. It’s Tim’s job to walk you through the OnStar system and answer any questions you have about all of the services.
Making a connection
Tim takes a lot of pride in what he does. “I love seeing how excited people get about using OnStar,” he says. “I think they feel more of a connection with their vehicle when they use the services.”
All Welcome Call Advisors receive six weeks of computer-systems training followed by three additional weeks of training in how best to help OnStar customers. “The training really comes in handy,” Tim says. “I feel like I’m well prepared to handle just about any question or request I receive.”
OnStar Advisors work eight-hour shifts and are available to help subscribers 24 hours a day, seven days a week. “In an average shift, I receive about 30 to 40 calls,” Tim says.
Every call is unique
Tim says being an OnStar Advisor is a rewarding job, and never boring. “It always feels good to be able to help someone,” he says. “And every time someone pushes that blue button, it’s a different experience.”
Of course, Tim has heard his share of unusual questions. “People often ask ‘Can you see me?’” he says. “Of course I can’t, but sometimes they’ll start laughing when they realize it’s a real live person talking with them. At a certain point they’ll start to chuckle and say ‘I can’t believe I’m talking to my car!’”
To date, there have been more than 367 million cumulative service interactions(1) between OnStar Advisors and users in the U.S. and Canada. Every month, Advisors receive more than 1.9 million requests for Turn-by-Turn directions(2,3), 61,000 Remote Door Unlock requests(2), more than 55,900 On-Demand Diagnostics Checks(2), and 6,400 Good Samaritan calls(2).
1 Interactions through April 2011.
2 All statistics are 3-month rolling average (Feb.-April 2011).
3 Includes Advisor and Turn-by-Turn delivered routes.
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Tags: Advisor, Command Center