Charter Communications, a Wired World Company, began in 1993 as a cable television operation but has grown through acquisition to become one of the nation’s largest broadband communications companies, currently serving more than 6.8 million customers in 40 states. Charter provides a full range of advanced broadband services to the home, including cable television on an advanced digital video programming platform and high-speed Internet access. The company also provides high-speed data, video and Internet solutions to commercial customers, as well as advertising sales and production services.

Charter worked with leading consultants to identify the top providers of customer interaction recording solutions and then investigated their products. After a three-month assessment, the company decided to implement eQuality®. The software is installed at 10 of Charter’s contact centers, which handle 65 percent of the 4.1 million calls the organization receives on a monthly basis.

Early indicators of productivity gains include:

• Completed 300 percent more agent observations and coaching sessions
• Increased quality scores by 22 percent
• Improved in all key agent behaviors, including a 24 percent increase in overcoming objections and a 39 percent increase in up-selling
• Increased service level by 50 percent and
  lowered abandonment rate by 40 percent