Charter opens new customer care center in St. Louis area
Charter Communications recently cut the ribbon on its new state-of-the-art customer care center in the St. Louis area.
The new facility, which is located in Bridgeton, Mo., is the home base for more than 800 Internet and phone service repair specialists. Employees working at the facility 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 renovated 78,000-plus square foot building is centrally located near Interstate 70 and 270. The new Bridgeton facility also 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. “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 the Bridgeton call center became the ninth customer service center Charter operates in the U.S. The facility and focus on specialization is part of Charter’s long-term strategy to improve customer service to its subscribers.
The new care center also enabled Charter to move previously outsourced Internet call handling in-house. Charter said it would 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. “Such a substantive investment is just the latest evidence of the positive momentum of the Show-Me State’s economy.”
Charter Communications formerly made its headquarters in the St. Louis area before relocating to Stamford, Conn. two years ago.