Charter says it will close 6 call cen...

Charter says it will close 6 call centers

There are 225 comments on the St. Louis Post-Dispatch story from May 3, 2006, titled Charter says it will close 6 call centers. In it, St. Louis Post-Dispatch reports that:

Charter Communications Inc. will close six call centers and change the function of a seventh in a reorganization designed to improve customer service.

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shadow walker

United States

#2 May 10, 2006
hmmm... word on the street around here is Charter is BK or on verge of BK (banqruptcy)... suddenly over the weekend after I heard this, reception was horrid, and noticed a distinct lack of those annoying "we are Charter Cable we are great" commericials that they run 5 times an hour...

thots?

Proud Charter CSR

Redmond, WA

#3 Jun 3, 2006
A company has once had a stock high of like 27 bucks now is at like a few bucks a share. All because of some corrupt corporate execs who got off easy. And don't be fleeced by the lies that this reorganization is going to improve customer service. It is only going to cut Americans out of their jobs to mexicans, or at the least out of their benefit packages so they can now relocate to some third party slave company.
Welcome to the new world where imperial Republicans give tax cuts to the rich corrupt Charter executives, and enslave the middle class pushing them into debt, making them pay for a never ending war, and high gas prices that break their backs.
Real Deal from the inside

Saint Clair, MO

#4 Jun 8, 2006
The jobs are going to Pakistan not Mexico. Second is read the previous post and see if you can fiqure out why the call centers are being closed if you ever had to call one you would understand. And its Neal Smit not Smith and your correct he probally will recieve a year end bonus if this saves the company millions but he does make half of what other CEO's for MSO's make 2.4M vs.4.6M check the annual report or Forbes, oh wait you would have be literate for that,sorry.
Oato Jester

Downey, CA

#5 Jun 8, 2006
"The closures" ... of St. Louis Video Customer Care Center; Bay City, Michigan; Birmingham, Alabama; Ft. Worth, Texas; Irwindale, California; Newtown, Connecticut; Kingsport, Tennessee ..."are part of a two-year strategy of 'virtualization,'" said Craig Watson, Charter's vice president of communications.( http://sgvtribune.com/search/ci_3808616 )

The Mexico, the Amherst and the Philippines sites for TeleTech are now supporting the Charter Communications call center. Canada and the remaining 6 Charter Communication call centers will continue to take calls as normal.

Neal Smit probably will receive a year end bonus if this saves the company millions now but who will be able to afford the service if the company lays off all those people? The "virtualization" plan many companies are following does not guarantee success in the marketplace and many like Apple Computers are pulling their call back in-house verses outsourced outside the country's borders.

Yes I admit the closures will decrease cost by eliminating benefits (401K, Medical, Dental, stock ownership, liability), property cost (insurance, electricity, garbage, water, maintenance, tax/lease, surveillance), training for the call center. Charter Communication will make money from the sale of the now closed buildings and excess equipment but who is to say where the profits will, reinvested or pocketed?

Over all there is not enough information to say what will happen for Charter Communication but in my option this is the beginning of a very bad downward landslide.
charter employee

Simpsonville, SC

#6 Jun 19, 2006
Real Deal from the inside wrote:
The jobs are going to Pakistan not Mexico. Second is read the previous post and see if you can fiqure out why the call centers are being closed if you ever had to call one you would understand. And its Neal Smit not Smith and your correct he probally will recieve a year end bonus if this saves the company millions but he does make half of what other CEO's for MSO's make 2.4M vs.4.6M check the annual report or Forbes, oh wait you would have be literate for that,sorry.
First off you do not know what you're talking about.
I'm sorry,but there is a call center in mexico, not in pakistan.
They are closing call centers due to bettering the call services.
They are making bigger call centers that stay open 24/7 instead of closing at 12am.
It's all for the better good, and no we are not losing our benefits.
Not sure where someone got that. By the way, learn to spell opionion. I hope this helps.
Selina Sullivan

Boone, NC

#7 Jun 21, 2006
I am so pushing that we as Americans become hip to what is really going on in our economy. The reason companies are moving their resources to third world countries is because they want to, and because we Americans are becoming so unethical and unloyal to our positions. I am a black woman, raised in the projects, worked my tail off while getting a quality education, and a registered Republican. I was tired of the lies coming from my then party, the Democrats.

Giving tax breaks to businesses is an intelligent idea when they are providing quality employement, but the balance will be keeping the jobs here. The attraction will come when we Americans stop with this lazy, entitlement crap, quit with the higher than thou attitudes, and get back to operating with ethics!! It's simple. I have many years of corporate experience working my way up into management, and now have launched my own company. We are dedicated to re-training Americans on the basic principles of being at work on time, going above and beyond the call of duty, having a pleasant disposition, and loyalty to your organization. This is a part of giving great customer service and creating customer loyalty, which will reflect the bottom line.

I am proud to be an American and am a success story of hard work and perserverance!!! If we are honest, we will admit that we have become so difficult to work with because the majority has a mindset of expecting everything for nothing. Now what are we going to do about it????????
sick of charter

Madison, WI

#8 Jun 24, 2006
Today I called Charter and talked to someone in the Phillippines. They are downing down and fast.
also from the inside

Norwalk, CA

#9 Jul 4, 2006
I work at the one of the call centers soon to be closed. I can tell you that yes, there is quite a bit of outsourcing to call centers (teletech) in the Phillipines and Mexico. It must be more of a cost saving measure than hopes to actually improve customer service, since the quality of service has gone down the crapper. The # of calls they transfer back to us (because they have no idea how to help the customer or explain a bill) is staggering. It's not entirely their fault, however. You need to learn english first, and it seems most of their reps are having a difficult time with the language. Speaking with them is a tour de force, in and of itself.

Going down? Yes, and the speed is picking up. It's very sad to watch.

Selina? Hiring by chance? heh heh.
again from the inside

Duarte, CA

#10 Jul 10, 2006
it is goin down the crapper, more complaints of customers being hung up on, reps that barely speak english, sales agents lying and promising price or free install,ridiculous response time for maintenence/construction issues, the list goes on. Honestly nowadays it is cheaper to do business in the phillipines,mexico whereever, as a rep. we are being worked to the bone , correcting someone elses mistake, apologizing and its only getting worse, morale is very low and there have been many times where I would have easily snapped, but somehow kept my cool. I just have one word to describe the way everything is going at charter , and that is PATHETIC!!!!!!!!!
glad 2b gone

Birmingham, AL

#11 Jul 12, 2006
"The # of calls they transfer back to us (because they have no idea how to help the customer or explain a bill) is staggering"

That could not be more true. I am in the call center that Charter recently sold and we cannot be happier. It saddens me to know that all these jobs will be lost over greed because it damn sure isn't over customer service.
Carl Adkins

Lincoln, NE

#12 Jul 14, 2006
Improve customer service, eh? I am ready to fire off a letter to the lying "illegitimate child" (you know the word I mean!!!) because I can't find a Charter Rep who can tell me what's happening with my service.
Carl Adkins

Lincoln, NE

#13 Jul 14, 2006
Oh, I forgot to state that I am from Plattsmouth, Nebraska.
Paula

Farmington, MN

#14 Jul 15, 2006
Carl Adkins wrote:
Oh, I forgot to state that I am from Plattsmouth, Nebraska.
Go figure- Charter has another unhappy customer...I really think all the customers who have been screwed time and time again should run Charter out- Give them no choice just as most of us had no choice!
Former Charter Employee

Auburn Hills, MI

#15 Jul 16, 2006
I quit Charter Communications after 8 years of service. I worked in Walker, MI

They were already outsourcing to canada. The call center in Walker, MI use to be a 24/7 call center but they were now closing at 10pm to have the WI call center take over. Which didnt make sense.

I heard from a supervisor who still works there, that they are taking the jobs of Walker employees and moving them to Bay City and keep Bay City open. Bay City is another big call center as well.

There were a couple of managers in Kalamazoo who also stoled from Charter but they just got fired and that was it.

Charter has too many "chiefs" and not enough "indians"!!

If you wonder why when you call Charter and have such piss poor service, look to the supervisor and upper management. You would not believe on how they treat their employees. That is why I left.

The upper management was horrible and spent all the time goofing off behind close doors.

The HR department was horrible too.

I cannot wait to see Charter go out of business. I am counting down the days!!
MICHIGAN

Auburn Hills, MI

#16 Jul 16, 2006
NOT SURE WHY THE ABOVE MSG SAID WASHINGTON, DC, BUT I AM TALKING ABOUT MICHIGAN AREA
Carl Adkins

United States

#18 Jul 16, 2006
[QUOTE And its Neal Smit not Smith and your correct he probally will -----.[/QUOTE]

How come the Charter employee who gave me his name specifically told me it's "Neil Smith"? He even spelled it out for me. Oh, well, hopefully someone at the corporate office in Chesterfield will know where to direct my letter. It was amazing to me how many Charter employees outright refused to give me the CEOs name, telephone number and Corporate address. The Better Business Bureau provided the address and telephone number; however, the telephone number did me no good, as I was still placed on "extended hold" (toll call at that!!!)
Carl Adkins

United States

#19 Jul 16, 2006
No, not Salina, Kansas---I'm Plattsmouth, Nebraska.
Carl Adkins

United States

#20 Jul 16, 2006
Oh, yeah, I forgot, when I called, a recorded message said "If you don't want to hold, leave a name and phone number---someone will contact you sometime within the next 24 hours". So I wait by the telephone 24 hours expecting a callback??? As it was, I had to make a trip to the Post Office, and, upon my return, I saw Charter's number on my CallerID. Consequently, I missed my callback. I sincerely hope local or national lawmakers will determine this policy is illegal.
Paula

Farmington, MN

#21 Jul 19, 2006
Keep pushing Carl...there are many who support YOU!
twcable employee

United States

#22 Jul 21, 2006
heh, this is why I quit at Charter and gained employment w/ Time Warner.... Charter is doomed! Cheers to all you unfortunate customers and shareholders ;-)

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