Looking to reduce costs and improve customer service operations, Charter Communications said it is cutting 1,000 employees at six call centers and outsourcing some call-center operations to TeleTech, which has call centers in Mexico, Canada and the Philippines.
Charter spokeswoman Anita Lamont said the MSO plans to close call centers in Birmingham, Ala.; Newtown, Conn.; Fort Worth, Texas; Irwindale, Calif; and Kingsport, Tenn. She added that Charter will also close a call center in Bay City, Mich., and turn the building into a dispatch center.
Lamont said Charter’s new call-center infrastructure will allow it to route calls from call centers with heavy volume to other centers in order to reduce hold times. “The new service connects Charter’s care centers around the country so every customer gets a good experience,” she added.
Following the closures, Charter, will have 2,500 customer-service representatives staffing call centers in Michigan, Massachusetts, South Carolina, Kentucky and Missouri.
