Charter Communications, a broadband communications company and the fourth-largest cable operator in the United States, has opened a new, state-of-the-art customer care center in Missouri. 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;6 Hollenberg Drive in Bridgeton, MO.
The new facility has been opened to provide quality customer support and to accommodate an increased demand for the company’s products. It represents Charter's commitment to improving the customer experience through investments in tools, technologies and people to help care for customers by bringing customer care closer to the customers.
More than 800 Internet, phone service repair specialists will be located in new Bridgeton facility that features a technology lab to provide hands-on training on Charter technologies and equipment.
“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 Rocky Boler, senior vice president of customer care. He added that, "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."
Boler said that the Bridgeton Call Center becomes the ninth customer service center Charter operates in the U.S. It was further noted that the new customer care center has enabled Charter to move outsourced Internet call handling into internal centers. In addition, 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.
“Charter's decision to further invest in the state of Missouri by locating a new call center in the St. Louis area will have a significant impact on our state's economy,” Mike Downing, director of the Missouri Department of Economic Development. Downing said that such a substantive investment is just the latest evidence of the positive momentum of the Show-Me State's economy.
Earlier this month, Charter Communications announced that beginning May 16, it will begin rolling out a fully-managed dual-band concurrent 802.11ac wireless router, bringing Charter customers the capability to receive the fastest WiFi experience.
Given that the majority of Internet usage in the home is over WiFi, wireless router capability often dictates the end customer experience. The latest wireless specification, 802.11ac, ratified by the IEEE in January 2014, provides much higher throughput than the previous specification (802.11n). Charter's new 802.11ac router, supplied by NETGEAR, is capable of delivering well over the maximum 100Mbps offered by Charter Internet Ultra, throughout the entire home.