Newark, DE, USA, Sept, 2019 -- When Comcast executives found a vacant building tucked into a wooded corporate center in Newark, Delaware, two years ago, they saw a diamond in the rough.
The Philadelphia cable provider has since gutted the 150,000-square-foot building and transformed it into a customer support center where more than 800 employees are surrounded by hydroponic living walls, collaboration areas and environmentally friendly lighting and heating controls. Now, Comcast executive Jim Samaha no longer uses the word "rough."
"I really think of it as a diamond now," the senior vice president of operations in the Philadelphia region told a crowd of local elected officials and employees gathered for the Newark Center’s unveiling Thursday. "It’s a beautiful place."
Comcast (NASDAQ: CMCSA) signed a 10-year lease on the building, which is owned by Buccini/Pollin, in 2018 as it sought to combine employees from two different call centers in Newark and New Castle that had outdated, cubicle-filled layouts.
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The Newark Center, in contrast, boasts open-floor plans, a Starbucks coffee bar, fitness center, a game room, outdoor patio, smart kiosks to book its numerous meeting spaces, rooms where breastfeeding employees can pump and standing desks.
The consolidation in New Castle County — which Samaha said did not result in any job losses — is tied to Comcast’s wider efforts in the past four years to "make customer service our greatest product," he told the Philadelphia Business Journal.
Comcast rolled out a plan to revamp customer service in 2015 after a subscriber’s maddening call with a Comcast employee made national news and drew blistering criticism. As part of its customer service makeover, Comcast has hired thousands of new technicians, gave customers more digital options to communicate with the company and control their own service and streamlined its customer support centers.
"This is part of that journey," Samaha said.
At the Newark Center, employees handle both in-bound sales calls and general support calls. An additional 100 employees work in the Xfinity Operations Center, where multiple large video walls and sprawling workstations display information about Comcast’s network along the East Coast from Maine to Virginia. XOC employees are able to respond to outages as they happen and proactively fix network issues before customers reach out. About 100 more employees could fit in the building, Samaha said.
Having teams with different objectives working under one roof has multiple benefits, he said. Employees can have face-to-face conversations with people they’ve only emailed before, learn from different departments’ experiences with customers and build their career by shadowing other employees.
For the company, it gives them greater control over the region’s operations and the messages employees hear every day.
"It’s easier to drive change and standardize things with fewer locations," Samaha said.
The company completed a regionalization of customer support efforts on a smaller scale in South Jersey nearly three years ago, when it combined 250 employees from two different offices into a 42,000-square-foot central "Communications Center of Excellence" in Voorhees Township.
Posted by Veronica Silva Cusi, news correspondent
Comcast Corporation, founded in 1963, is a cable operator in the United States, providing cable television, broadband Internet, and telephone service to both residential and commercial customers. Comcast is headquartered in the One Comcast Center in Center City, Philadelphia, Pennsylvania.
Published: Monday, September 9, 2019
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
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We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
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Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
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