Charter Communications, Inc. (CHTR) announced the expansion of the company’s care call center in Saint Louis by a value of 35 percent, adding 187 seats.
Recently, Charter reorganized their customer care center operations; routing calls to designated centers for specific customer needs. As a result, agents will be specially trained in one of three specific areas: sales and retention, billing, and repair.
The Company recently implemented new technology that will enable the dispatch of technicians based on availability, location and skill set. Consequently, this measure will improve efficiency and ensure that properly trained and equipped technicians are routed to service each call.
Joe Stackhouse, Senior Vice President, stated, “Charter is committed to providing value through a quality end-to-end customer experience. Company wide, we increased our call center personnel by 55 percent, or about 2,300 agents, since 2006. In addition, we have increased our technical personnel by 12 percent, or about 500 people, year over year. We believe these and other efforts are beginning to have the desired effect.”
Mr. Stackhouse added, “We provide quality video, high-speed Internet and telephone service with compelling savings, value and convenience through the Charter Bundle. We know we need to support those services with quality customer care, and we are making meaningful improvements. But we also understand improving our customers’ experience is a job that is never really complete. Customers in our home town of St. Louis and around the country should know we remain dedicated to this goal and dedicated to the communities in which we do business.”
Let us hear your thoughts below:
