Opportunity at a Glance Service Type: Inbound Tech, Sales ...

Comcast Xfinity | Tech, Sales & Customer Service Phone Support Central Region Support

Opportunity at a Glance

Service Type: Inbound Tech, Sales & Customer Service Calls

Contents

Opportunity at a Glance

Client Overview & What to Expect

Service Revenue

Base Rate

Please refer to your call center company owner for revenue information.

Certification Course Details

Service Level Requirements

Additional Information

Course Duration Phase I 11/28/2017 -1/4/2018

Phase II Earn while you learn! 1/5/2018 - 1/26/2018

Certification

Class Times Offered Monday ? Friday

? 8:00 AM ? 12:00 PM ET ? 10:00 AM ? 2:00 PM ET ? 6:00 PM ? 10:00 PM ET ? 7:00 PM ? 11:00 PM ET

Service Intervals

Equipment

Suggested 30 interval (15 hour) SOW ? 15 intervals (7.5 hours) required on Saturday, Sunday or Monday or a combination of all three. ? Peak day is Monday

Intervals Available* 8 AM ? 12 PM ET 5 PM ? 10 PM ET

Most Intervals Available* 5 PM ? 10 PM ET 75% of intervals offered fall in this servicing window.

*Subject to change based on client needs.

Equipment Must Meet Platform Standards Click Here for System & Equipment Policy

Additional Client Program Technology Standards This program requires use of the Arise Secured Desktop (ASD); a piece of computer hardware that securely connects your computer system to the client's system. See page 6 of equipment policy linked to above for detail. 80 GB 7200 RPM SATA or above for hard drive space. Dual monitors highly recommended: 17 ? 19" LCD monitors in non-widescreen or 19 ? 20" in widescreen format.

Comcast Xfinity | Tech, Sales & Customer Service Phone Support Central Region Support

Client Overview

Service Type: Inbound Tech, Sales & Customer Service Calls

Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand.

What to Expect

Service Type: Inbound Tech, Sales & Customer Service Calls

Listen For Yourself!

What to Expect

? Assist Comcast customers with billing or video technical repair inquiries ? Review, analyze and respond to customers' billing inquiries ? Resolve customers' open issues or questions ? Troubleshoot technical issues ? Determine business offerings that the customer does not currently have and make

the appropriate sales offer to upgrade and add on to their service ? Strive to resolve technical issues on the first call ? Knowledge of Comcast processes and policies ? Build trust and rapport with the Comcast customer through clear, respectful

interaction ? Understand "client call flow" ? Always strive to ensure First Call Resolution (FCR) and complete Customer

Satisfaction (VOC). ? Correctly code the sale accurately and completely for the installer

Comcast Xfinity | Tech, Sales & Customer Service Phone Support Central Region Support

Certification Course Details

Service Type: Inbound Tech, Sales & Customer Service Calls

Class Times Offered for

Phase I

Monday - Friday

8:00 AM ? 12:00 PM ET OR

10:00 AM ? 2:00 PM ET OR

6:00 PM ? 10:00 PM ET OR

7:00 PM ? 11:00 PM ET

100% attendance in instructor lead sessions is highly encouraged for

success!

Read complete course policies here

.

Phase I eLearning & Self-Paced Work

. Phase II Instructor Lead Learning & Classroom Call Taking ? Earn While You Learn!

11/28/2017 -1/4//2018

1/5/2017 - 1/26/2018

This course provides you with:

An overview of tools, knowledge, resources and practice call-time necessary to use client systems and provide quality service to client customers.

This course is:

? A combination of self-paced and instructor lead

? 4 hours per day of instructorled sessions

? Self-paced modules and assessments daily

Classroom, self-paced work and live call taking:

? 2 hours per day instructor-led classroom sessions

? 1 - 2 hours per day live call taking in class

? 10 hours per week of service time within designated timeframes

Additional Background Check and Drug Screening REQUIRED

? Some client programs require additional screenings. For this opportunity, the background checks and drug screenings must be completed and passed before the certification course begins. Failure to do so may result in you or your company's agent being dropped from the opportunity.

No refunds will be given.

Certification Completion Criteria

? The background check step will be presented to the

enrollee upon processing the course payment.

? Complete pre-course work prior to day 1 of class

? Attend a log-on party on day 4 of class ? Successfully pass all quizzes and exams scoring 90% or

higher ? Successfully pass mock-calls with the instructor

? The background check and drug screening will be done at no cost to your company or your agents. Both must be completed and passed before the certification course begins.

? Successfully pass live certification call-taking days ? Complete homework if necessary ? Provide a completed notarized affidavit of identification

? Failure to complete both the background check and drug screening within the allotted time period will result in a drop from the opportunity and no refunds will be given.

with photo ID

? If you have PASSED the Drug Screening process for

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Once completed, submit this form to AriseAffidavitOfIdentification@

Comcast Program: Interactions, MD Live, Carnival , or TXU

Comcast Xfinity | Tech, Sales & Customer Service Phone Support Central Region Support

Service level requirements vary and are subject to change. Final service level requirements will be set forth in the SOW. Failure to meet one or more of the service level requirements is a breach of the contractual requirements of the SOW and may result in immediate termination of the SOW.

Service Level Requirements

Commitment Adherence 90%

Average Handle Time (AHT) Avoidable Truck Roll (ATR) FCR (First Call Resolution)

Voice of Customer (VOC)

>400 seconds 90%

7.90%-6.51% Gold

< 6.50% Platinum

+10% Base Revenue +25% Base Revenue

Comcast Xfinity | Tech, Sales & Customer Service Phone Support Central Region Support

Additional Information

Service Type: Inbound Tech, Sales & Customer Service Calls

Log-in codes are confidential, user specific and will only be generated for confirmed course attendees

? To confirm a company's intent to attend, Arise may be contacting the call center owner or their agent registered to attend the certification course a minimum of 10 business days prior to the start of class.

? Failure to confirm your company's intent to attend will result in a delay of codes and may result in either removal from the course or placement into an alternate course. Please make every effort to provide a timely response.

? Commitment Adherence is critical to this program. Companies are responsible for ensuring that their agents service all intervals that have been accepted in StarMatic?.

See Sample Statement of Work

A company DOES NOT QUALIFY to

participate in this program if any of

the following applies to the company

or their agent enrolling in the

opportunity:

? Have one or more SOWs that were terminated for cause.

? Dropped from "enrolled" status in a program opportunity less than 4 weeks before expressing interest in this program opportunity.

? Is currently employed by Comcast or another telecom company.

? Dropped and/or failed any certification course within the past 60 days. Dropped from/or contracted in a previous Comcast Program certification course

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW).

You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

"Being one of the first servicing agents and PF on the Comcast program was a really big deal for me. It was the opportunity to shine and help grow and build the Comcast footprint not only with Arise but also to show Comcast how great it was to partner with Arise. While has been difficult and still is, I love to see the light bulb moments in some of the new agents when they are finally able to put together using their tools, following the call flow and most importantly how easy transitioning to a sale is. I love celebrating with them when they get sales or high survey scores. It's kind of the proud father moment when his child rides the bike without training wheels for the first time."

- Paul Glenn II, CEO 3rd Gen Productions and Design LLC

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