CALL FLOW for X1

S1
GREETING: Comcast Name and Branding, State First Name, Offer Assistance
Thank you for calling Comcast on the X1 Platform. My name is ___________. How can I assist
you?
REFLECT/RELATE & TAKE OWNERSHIP
I apologize that you are having ______________ (customers specific issue) as a cutomer
myself I would be pretty frustrated as well. Youve definitely reached the correct department
and Ill be more than glad to assist you in doing some troubleshooting today okay?
SET THE AGENDA/AUTHENTICATION/PLANT SEED
Set the Agenda
e.g. As I review your account, may I ask a few questions that would help us understand
how to address your question/concern?
Authentication
1. Last 4 of SSN
2. Account number
Plant Seed
Only for account holder and authorized user
Should have this as a verbatim to ensure you are getting the best value.
e.g. After we look into your issue, Id love to look at your account to ensure you
are getting the best value for the services you have. Sound good?
As Im reviewing your account, Ill take a look to ensure you are getting the
best value.

S2
OBTAIN INFORMATION/ PROBE THE PROBLEM
Serial Number of the box/Friendly Name
Ask the necessary questions for the path selected
RESOLVE/ ADDRESS ISSUE(S)
Follow correct ITG path (incomplete/incorrect/failed to use/failed to ask questions
provided in ITG would result to S2 Section Failure)
When a UDB REFRESH is sent out educate the caller to of the activation timeframe that
all shows should be available except for the VOD and Guide which will take 45-60 mins.
Trouble call/Service Call Home Visit Procedure items
SPP (Service Protection Plan) should be offered while processing a Trouble Call (ITG
will provide information)

BUILD VALUE/ ENHANCE

Captured Preferred Email Address (still only for Account holders and Authorized Users)
Common Self-Service Options (provide at least 2 and if ITG instructs CAE to provide
another SSO at the end of the path, provide one in addition to the 2 that was already
provided, if this isnt met this will also fall for an S2 Section Failure)
Troubleshooting
www.youtube.com/xfinity
www.comcast.com/support
*CCG is not required

Inquiry (e.g. Billing Issues)

www.comcast.com/help
www.comcast.com/support

S3 Not applicable
S4
SUMMARIZE
Items included:
o Restate callers concern
o Main step/s taken
o The outcome (result including the next steps taken if any)
o Remote control (programmed or working)
o Provide All CR (ITG), TROUBLE CALL and ER ONE TICKETS when applicable
o For TR, all items provided for HVP during resolve should be restated here
o Educated TF when needed (when UDB refresh was sent)
o Potential charge $30-50 (for TR/SC)
CLOSE CONTACT
Offer additional assistance
Personalize close
Transfers
o Cold transfer should be done except upon customer request thus warm transfer
should be initiated.
DOCUMENTATION
o Callers Name: Actual Caller Name (FIRST and LAST)
o Situation
o Actions Taken
o Resolution including next steps (if any)
o CR Ticket (ITG) TR and ER One Tickets
o Bp log-in
BEHAVIOR
CONTACT MANAGEMENT
o Dead Air is still 20 seconds or less
o Hold: Follow the same hold procedure. Default hold time: 120 seconds or less