Cable and TV provider Comcast Corp has unveiled plans to launch three new call centers across the United States in order to “reinvent the customer experience”.
The decision comes after a large number of cable subscribers described its call center agents as unresponsive and rude, with the American Customer Satisfaction Index rating Comcast near the bottom of its customer satisfaction list.
The new customer service centers will soon spring up in Albuquerque, NM; Spokane, WA; and Tucson, AZ, creating as many as 2,000 jobs. Over the next five years, Comcast said in a press release, some 5,500 jobs will be created by customer service centers alone.
The first new center, which will open in Albuquerque, will be staffed with bilingual employees who will support Spanish-speaking customers. The centers in Tucson and Spokane will also be operational later this year.
Training employees in customer service skills and arming them with latest technology are also part of its plans.
“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.
Comcast 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. Also, the company is going to launch a Tech Tracker by year’s end, so customers can track the location and time of arrival of technicians on their smartphones and then rate the service they receive.
Comcast’s plan includes hiring hundreds of additional technicians and tripling the size of the social media team to respond to customers on Twitter and Facebook.