Xfinity
FOCUS
Webpage Enhancements
Customer Experience Improvements
DESCRIPTION
In 2016, Xfinity launched its first International Call Center in Los Angeles, California, to cater to customers who speak English as a second language. The stakeholders have requested the team to recommend enhancing the Xfinity International website to improve the customer experience. To achieve this, the team will need to asses current metrics, utilize their tools, and interview the agents to gather quantitative and qualitative data to create a proposal to their clients
TEAM
Jet (me), Xfinity ICoE leadership team
MY ROLE
Manage ICoE program, quantitative and qualitative data analysis, established focus group meetings, prepare agendas and questionnaires, call listening, high-level client proposal
PLATFORM
Webpage
TOOLS
MS Excel, MS Word, MS Outlook, Medallia,
VISIT THE XFINITY WEBSITES BELOW
Click the links below >
UX Process
RESEARCH
Key Performance Indicator
Focus Group Session
Call Listening
IDEATE
Quantitative and Qualitative Analysis
DELIVER
High-level clientele proposal
Background
Comcast is the parent company, and Xfinity is Comcast’s brand for TV, internet, and home phone services. In 2016 Comcast Xfinity has launched their very first International Center of Excellence (ICoE), a call center that caters inbound and outbound calls from customers whose primary language is other than English. Majority of these callers are not proficient in speaking and reading English and needing some assistance with their service with Xfinity. ICoE consists of over 70 call center agents to assist customers in 6 international languages, Mandarin, Cantonese, Korean Tagalog, Vietnamese and Portuguese.
Problem
How can we improve the Xfinity webpage to assist international customers with language barrier to improve customers experience and call center performance utilizing the data, and performance metrics that the center produces?
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Our Objective
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Asses the KPI, metrics and call trends to understand current customers experience
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Analyze the data collected to identify areas of opportunities
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Leverage the quantitative and qualitative data in creating a proposal to enhance the Xfinity webpage
Research Approach
Determine which KPI data or performance metrics that can speak about the customers experience
Listen to call recordings based on call driver trends
Conduct a focus group meeting with agents to gather insights
Net Promoter Scores (NPS)
One of the program that we use to measure the customer experience is through Net Promotor Score. NPS scores are measured with a single-question survey and reported with a number from the range -100 to +100, a higher score is desirable
"How likely are you to recommend Xfinity to your friends and family?"
Our team analyzes the low NPS scores based on a 12-month trend and review the Detractor or low scored responses of the customers
We use Medallia tool to review the Detractor scores and read through the actual comments of the customers. From this tool we can also see the call details and the agent that handled the call. This allows us to establish a focus group meetings with the agents to gather additional insights
Our team also capture to the top call dispositions. In this example we can see that High Speed Data (HSD) is the top reason for calls in November. Using this data, we are able to extract and listen to calls related to HSD and better understand the customers experience
Webpage Enhancements
After reviewing customer Detractor surveys, listening to 100+ hours of calls and conducting focus meetings with agents, we have now an understanding of what are the top reasons of customers pain points and how we can mitigate them using our Xfinity website. So our team went back to our client and suggested to translate in different language some of the materials that which are difficult for customers to understand which causing frustration and negative experience
Top High Speed Data FAQs - According to our findings, our customer are calling because when Xfinity shipped them an equipment, the instructions and manuals are all in English, so they are calling ICoE to help them translating the documents on their own language​
Another popular FAQ about 'billing issues' and upsetting customers are regarding about unreturned equipment charges. Many customers are disputing 'Non-Return Fee' charges because they missed to return their equipment due to not understanding the return process and policies
