Charter, the third-largest publicly traded cable operator in the United States, called on CSG’s Workforce Express solution to manage field-force operations across two of its U.S. divisions.
Workforce Express will support approximately 600 dispatchers and 6,000 technicians as they complete service calls throughout Charter’s East and West divisions. The divisions include areas such as Los Angeles; Birmingham Ala.; Reno, Nev.; and Medford, Ore.
The technology will manage the work of Charter’s technicians in meeting the needs of its customers in a timely and efficient manner. The software also allows the technicians to send updates from the field to the local offices.
"The implementation of these solutions reinforces our investment in customer-care and service capabilities,” Charter senior vice president of customer operations Joe Stackhouse said in a prepared statement. “We're committed to building long-term relationships with our customers and providing quality, convenience and compelling value. Empowering our dispatchers and technicians with more effective tools to better serve customers and increase two-way communications between the field and office speaks to our continuous effort to deliver outstanding customer care across our network."
Charter also renewed the term of its use of CSG’s print and mail services. The vendor will resume providing monthly billing-statement-processing services for those Charter customers whose accounts are managed on the CSG ACP platform, and will also continue to use its Direct Solutions statement-processing platform to serve those Charter customers whose bills are not processed on ACP.
CSG's statements reach one-third of all U.S. households each month, and Charter's more than 5.7 million customers currently receive monthly billing statements printed and mailed by CSG.