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Test Case Analysis Comcast

1178 words - 5 pages

Company ProfileComcast Corporation is an American provider of entertainment, information and communications products and services. It is the largest cable company in the U.S., one of the biggest mass media, home Internet service provider, and third largest home telephone service provider in the United States, providing cable television, broadband Internet, telephone service and in some areas home security (including burglar alarms, surveillance cameras, fire alarm systems and home automation) to both residential and commercial customers in 40 states and the District of Columbia.The Case analysis for the Comcast account will only pertain to the one that is located in Convergys, UP Ayala Land Technohub, Quezon City, Philipines.Nature of WorkComcast's customer service stems in three ways: through phone, email, or chat. The case will only tackle on my previous work as a Chat representative for the Comcast account. More specifically, the work I do pertains to assisting customers on one of their services: the HSI or High speed Internet service. We also follow a set of metrics to follow, with which only some are stated below:VOC or Voice of the Customer - This metric is all about the resolution of the issue. It answers the question: did the agent resolve the customers problem/inquiry/issue?CAE - This metric is for the evaluation of the customer. It uses a form of likert scale that answers questions such as: How knowledgeable is the agent? How courteous is he? How patient? How enthusiastic? Etc.AHT or Average Handling time - The time in which an agent must resolve or finish a chat. Phone and chat agents are given a specified amount of time to finish the call or chat to pass this metric.Definition of terms used in the caseMetrics - Grades or quota which agents must meet and maintain in order to stay in the company. Metrics are subject to change almost every monthIP or Internet Protocol address - This is a code made up of number separated by three dots (i.e. 66.72.98.236). It identifies a particular website on the internet. A computer must have access to these IP addresses in order for one to look up a website. If an IP address is blocked, it will prevent a user from accessing a website.Convergys Philippines: UP Ayala TechnohubCOMCASTA Case Analysis Levi B. LiwagResearch Writing and Case AnalysisPLM- Graduate School of ManagementViewpoint: Faith M. Magalona, Senior Operations Manager and overall decision maker for the Comcast account.Time Context: CurrentProblem Statement: What should be Convergys'(Specifically the Comcast account) strategic direction to refrain agents from going to websites that will hinder their contribution to excellent customer service?Statement of the Objective: To provide the specified account(Comcast) a proposed strategic response to maintain the company's competitive advantage and agent contribution by limiting or abolishing the use of the Internet surfing which distracts the agents and refraining them from providing quality...

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