Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation
May 05 2015 - 5:12PM
Business Wire
Company Sets Aggressive Goals to Reinvent
the Experience for Customers and Employees
Comcast today announced a new, multi-year plan to reinvent the
customer experience and to create a culture focused on exceeding
customers’ expectations, at all levels of the company. The plan
centers on looking at every decision through a customer lens and
making measureable changes and improvements across the company.
The core elements of the strategic plan include: creating more
than 5,500 customer service jobs over the next few years and
setting a goal to always be on time for customer appointments by Q3
of 2015. It also includes major investments in technology and
training to give employees the tools they need to deliver excellent
service. The company will also simplify billing and create better
policies to provide greater consistency and transparency to
customers. Additionally, the plan includes the renovation of
hundreds of stores across the country and the development of new
technologies that will enable customers to interact with us how and
when they want.
“This transformation is about shifting our mindset to be
completely focused on the customer. It’s about respecting their
time, being more proactive, doing what’s right, and never being
satisfied with good enough,” said Neil Smit, President and CEO,
Comcast Cable. “We’re on a mission and everyone is committed to
making this happen.”
“We’ll be successful when our customers see and feel this change
in every interaction with us – from the first time they order and
use our products to the way we communicate with them or respond to
any issues,” said Charlie Herrin, EVP, Customer Experience, Comcast
Cable. “We won’t stop until we get there, and we will never be
‘finished’ delivering a better experience to our customers.”
CREATING MORE THAN 5,500 NEW JOBS
The company’s multi-year commitment to create more than 5,500
new customer service jobs will begin with the addition of three new
state-of-the-art customer support centers in Albuquerque, NM;
Spokane, WA; and Tucson, AZ. More than 2,000 new employees will be
hired at these centers. The first new center, which will open in
Albuquerque, will be staffed with bilingual employees who will
support Spanish-speaking customers across the country. Sites for
the two centers in Tucson and Spokane will be operational later
this year. The company is also tripling the size of its social care
team to serve customers more quickly on Twitter, Facebook and other
social platforms, and hiring 250 team members to serve in its
Xfinity Stores across the country.
To meet the goal of never being late and respecting customers’
time, Comcast is hiring hundreds of additional technicians across
the country and strengthening Comcast dispatch teams and
operations. If a technician doesn’t arrive on time for an
appointment, Comcast will automatically credit the customer
$20.
INVESTING IN TOOLS, TECHNOLOGY AND TRAINING
Comcast is also making significant investments in its workforce
tools. The company is continuing to develop cutting-edge technology
that will help its technicians and call center employees deliver
excellent service. It is currently rolling out a new, cloud-based
platform that gives employees a better, holistic view of the
customer’s account history so they have everything they need to
help customers faster. Starting this year, all employees, from
senior management to frontline representatives, will be required to
participate in additional customer experience training every year.
In addition, new smart network tools have been developed to
proactively diagnose issues in the network and enable Comcast
engineers to solve them before they reach customers.
REIMAGINING THE RETAIL EXPERIENCE
This reinvention of the customer experience will also involve
major changes to the in-store experience. Comcast is redesigning
all of its stores, adding staff and introducing new capabilities,
including intelligent queueing that allows customers to reserve a
place ‘in line’ from their mobile phone, to cut wait times. We have
opened or built 125 new stores to date and plan to reach all 500 of
our locations over the next few years.
SERVICE ON DEMAND
Comcast is also building new technology so that we can be
available for customers where and when they want. The My Account
app, which launched last year and has been downloaded more than one
million times, puts customers in the driver’s seat giving them the
tools to troubleshoot problems and fix issues. Customers with
questions or issues can also use the app to schedule a convenient
time for a Comcast representative to call them – with no waiting on
hold.
Another new feature, called Tech Tracker, is being trialed in
Boston and will be launched by the end of the year across all
Comcast markets. The tool allows customers to track the location
and arrival of their technician in real time on their smartphone
and then rate the experience after the appointment. And, a recent
partnership with The UPS Store makes returning equipment easy and
convenient for customers.
These are all examples of the changes Comcast has already begun
to make, and will continue to make, to improve the customer
experience.
For more information about these changes, please visit
comcastcorporation.com/customerexperience.
About Comcast Corporation:
Comcast Corporation (Nasdaq: CMCSA, CMCSK) is a global media and
technology company with two primary businesses, Comcast Cable and
NBCUniversal. Comcast Cable is the nation’s largest video,
high-speed Internet and phone provider to residential customers
under the XFINITY brand and also provides these services to
businesses. NBCUniversal operates news, entertainment and sports
cable networks, the NBC and Telemundo broadcast networks,
television production operations, television station groups,
Universal Pictures and Universal Parks and Resorts. Visit
www.comcastcorporation.com for more information.
Comcast CorporationKate Finn,
215-286-7727Kate_Finn@comcast.com
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