At Charter, our commitment is to serve our customers directly. As a result, we set goals to lessen our dependency on third parties and ultimately create more insourced jobs at our company. In connection with our transactions with Time Warner Cable and Bright House Networks last year, we reaffirmed this resolve, stating that we expected to hire 20,000 new employees at Charter, many in customer service.
Today at the White House we announced the next steps in advancing our efforts to grow our in-house and insourced workforce: a commitment to hire those 20,000 workers in the next four years, a commitment to end our reliance on offshore call centers used by Time Warner Cable, and the opening of a brand new state-of-the-art bilingual call center in McAllen, Texas.
We are particularly proud of our call center in McAllen. It’s designed to serve our growing number of Spanish-speaking Spectrum customers. Our customer service team in McAllen will ultimately provide support for billing and repair for TV and internet services for customers who prefer to speak to us in Spanish across all 41 states we serve. It will create more than 600 jobs by the end of 2018, with approximately 350 of those positions filled this year.
Get a first look inside our McAllen call center from Anabel Chavez, the Vice President (and native of McAllen) who will run the call center:
We’re doing more than opening a new call center. Charter is investing in McAllen, in jobs in America and in our ability to enhance the customer experience of our English and Spanish-speaking customers alike.
Today, more than 90 percent of our Spanish-language calls are outsourced, the majority to call centers outside of the U.S. Bringing this work in-house means highly trained bilingual Charter employees can provide superior service to our Spanish-speaking customers.
Our meeting at the White House enabled us to highlight our efforts to create more jobs in the United States and grow a diverse and inclusive workforce.
We are America’s fastest growing cable company, and we have the privilege to enter our customers’ homes or businesses to connect them with the outside world. Running a cable business is a great responsibility, and doing it well – with commitment, devotion of resources and an advanced network – enables us to provide attractive products while driving higher levels of customer satisfaction.
We look forward to welcoming thousands of new employees to our company – and we’re grateful for the opportunity to continue to serve our diverse customers and support their communities in the years ahead.