Charter Communications, Inc. has expanded its customer care call center in St. Louis, MO, by 35 percent, adding 187 seats.

 

Charter Communications, Inc., provides a full range of advanced broadband services, including advanced Charter Digital Cable video entertainment programming, Charter High-Speed Internet access, and Charter Telephone.

 

Charter Business similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, video and music entertainment services, and business telephone. Charter’s advertising sales and production services are sold under the Charter Media brand.

 

“Charter is committed to providing value through a quality end-to-end customer experience,” said Joe Stackhouse, Senior Vice President of Customer Operations for Charter.

 

“Companywide, 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.”

 

Charter has adopted a system that is meant to ensure the most qualified agent handles every call and in this direction the company has developed customer care center operations around specific needs of the customer to route calls to designated centers, where agents are specially trained in one of three areas: sales and retention, billing, and repair.

 

The Company also recently implemented a workforce management technology, which enables the dynamic dispatch of technicians based on availability, location and skill set. This improves efficiency and ensures properly trained and equipped technicians are routed to service each call. Charter has also narrowed service windows to four or two hours, from historical eight-hour windows.

 

“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,” said Stackhouse.

 

“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.”