ST. LOUIS, 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 Bridgeton, Mo.
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 Bridgeton 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, Bridgeton.
"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. The new Bridgeton 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.
"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."
Congresswoman Ann Wagner credits Charter for its decision to further invest in the state's economy. "Charter's decision to locate its newest customer care center in Missouri means the creation of more local jobs and a significant capital investment that benefits both our region and our state."
The North County Incorporated (NCI) regional development association recently announced Charter as the recipient of their 2014 NCI Business Development Award. "This award is given to those who positively impact the economic development and business climate in North County," said Rebecca Zoll, President & CEO of NCI. "Charter's financial investment in the renovation of a vacant building and creation of new jobs shows their commitment to our region."
Charter is among one of the largest employers in the Metropolitan St. Louis area, with more than 3,500 employees locally. The company is committed to being a good employer and corporate citizen, and Charter plans to use local Bridgeton-area businesses as much as possible to help support its newest location.
Charter (CHTR) is a leading broadband communications company and the fourth-largest cable operator in the United States. Charter provides a full range of advanced broadband services, including advanced Charter TV® video entertainment programming, Charter Internet® access, and Charter Phone®. Charter Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. Charter's advertising sales and production services are sold under the Charter Media® brand. More information about Charter can be found at charter.com.