April 23, 2014
/PRNewswire/ -- To continue providing quality customer support and to accommodate an increased demand for its products, Charter Communications announced today that it has opened a new, state-of-the-art customer care center in
The new facility represents Charter's commitment to improving the customer experience through investments in tools, technologies and people to help care for customers. Employees working at this new
facility will specialize in providing Internet and phone service support to customers nationwide, 24 hours per day, seven days per week.
Formerly a Western Union call center, the completely renovated 78,000-plus square foot building is centrally located near Interstate 70 and 270 at 13022 Hollenberg Drive,
"This new facility allows us to increase our internal resource staffing, which will help us achieve our strategies in supporting Charter's Internet and phone customers," said
, senior vice president of Customer Care. The new
facility features a technology lab to provide hands-on training on Charter technologies and equipment. "This means our representatives can use simulations to increase their expertise so they are best equipped to help Charter customers with their Internet or phone needs," he added.
Boler says the Bridgeton Call Center becomes the ninth customer service center Charter operates in the U.S. The state-of-the-art facility and focus on specialization is part of Charter's long-term strategy to improve the customer experience by enabling Charter employees to master their craft and deepen their knowledge of the company's products and services.
The new Customer Care Center has enabled Charter to move outsourced Internet call handling into internal centers. Throughout the year, Charter will continue to focus on moving work in-house whenever possible, and by year-end will reduce dependency on third-party resources by more than 60 percent. This further demonstrates Charter's commitment to in-source its workforce.