Comcast acquired AT&T Broadband in 2003. Along with the acquisition came a change in philosophy. While AT&T’s approach had been to outsource their Call Center function, Comcast decided to bring that function in house.
Under pressure from Wall Street, Comcast need to open a number of Call Centers throughout the country, each within a 12 month period. Comcast hired IMC Construction and the Citadel Group to meet this aggressive schedule. Through the standardized processes and procedures of the Citadel members, a consistent program was established to service this important account.
Each Call Center was designed and built, and all employees were hired in 11 months. This allowed a full month for training of the Comcast staff, thereby allowing Comcast to open each Call Center within the prescribed 12 month timeframe.
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