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News : Charter Plans National Call Center in Rotterdam

#contactcenterworld

Rotterham, NY, USA, May 20, 2019 -- Charter Communications wants to establish a national call center at its regional headquarters building on Highbridge Road, bringing an additional 200 jobs to the facility.

Plans scheduled to come before the Rotterdam Planning Commission Tuesday night for initial site plan review call for interior renovations to the two-story, 80,000-square-foot building, greatly expanding an existing call center and using it to serve customers of Spectrum Mobile personal communications systems.

"This expansion will enable us to continue growing and providing exceptional service to Spectrum Mobile customers, while also offering the community with more career opportunities with competitive pay, outstanding benefits and growth potential," said Charter Communications spokesman Andrew Russell.

Charter is the parent company of Spectrum, a cable television and telecommunications provider. Charter or predecessor company Time Warner Cable have owned the large building at 1021 Highbridge Road since 2012. Time Warner leased the building from a commercial landlord for a decade prior to that.

"It's going to be great for the town for a lot of different reasons, mostly for people who are looking for work, since there will be a lot of entry-level jobs," said Town Supervisor Steven A. Tommasone. "They're launching something that is really exciting, because it's one of only two call centers in the country."


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Charter's other major call center is in the Kansas City, Missouri, area.

"We're very fortunate that they are staying here, that they have the building and probably the technology they need there," Tommasone said.

In addition to 200 new jobs at the call center, jobs at that location include include Spectrum Mobile customer support reps, leadership positions, and positions in training and human resources, the company said, bringing call center payroll to about 450.

The company's field operations headquarters for the Albany region is also located in the building. The application says as many as 660 people may work in the building, though there will be no more than 520 in the building at any given time.

An existing customer service station at the location will be moved elsewhere to make room for the call center expansion. The center will operate from 6 a.m. to 1 a.m. daily, according to information provided to the town.

Tommasone said the changes should reduce the facility's traffic impacts, since there will no longer be the in-and-out of customers dropping off equipment at the service center -- and the longer hours mean the traffic from shift workers will also be more spread out.

"Overall, I think it's a real positive for the town, and in also limiting the amount of traffic," Tommasone said.

Consulting engineers working for Charter said no additional road, water or service system improvements will be needed on the site to accommodate the additional workers, though there will be some additional parking created.

Assuming it gets all needed approvals, Charter wants to start work this summer and open the new call center next spring.

Hiring has already started, and will continue while the building is renovated, the company said. Spectrum said it offers paid comprehensive training, generous medical benefits, 401(K) retirement plans, tuition reimbursement, free/discounted Spectrum services and competitive wages starting at $15/hour.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://dailygazette.com


Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Tuesday, May 21, 2019

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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