Comcast Xfinity
Tech, Sales & Customer Service Phone Support
Central Region Support
Inbound Tech, Sales & Customer Service Calls
Base Rate* Top Performing Call
$6.00 per interval Centers Can Earn
($12.00 per hour) up to $7.25 per interval
($14.50 per hour)
Revenue Incentives RGU Incentives
Star Incentives
Service $10 for every confirmed Revenue
2 Star +15% Base Revenue
Revenue Generating Unit (RGU)
3 Star + 25% Base Revenue
WOW! Enroll and qualify for $500
in Certification & Servicing Incentives!
Must meet 100% of outlined requirements
Please see page 2 for all incentive details
Course Schedule Class Times Offered
Phase I Monday – Friday
05/26/20 - 06/05/20
9:00 a.m. – 3:00 p.m. ET
Phase II
06/08/20 – 6/09/20 4:00 p.m. – 10:00 p.m. ET
Certification
Intervals Available* Weekend
7 Days a Week Requirements**
8:00 a.m. -12:00 p.m. ET 15 intervals (7.5 hours) required on
5:00 p.m. – 10:00 p.m. ET Sat, Sun or Mon, or a combination of
all three.
Most Intervals Available*
Servicing Monday – Friday ** Peak day is Monday
Times 5:00 p.m. – 10:00 p.m. ET
Available
*Subject to change based on client needs
Comcast Xfinity
Tech, Sales & Customer Service Phone Support
Central Region Support
Inbound Tech, Sales & Customer Service Calls
SERVICE PARTNERS WITH AGENTS MEETING THE
REQUIREMENTS BELOW WILL BE ELIGIBLE FOR A
$500 SERVICING INCENTIVE!
New Learner Servicing Incentive Requirements:
• Complete all required course work including self-paced assignments and assessments
• Successfully complete certification call-taking phase
• Commitment Adherence of > 90%
• RepSat (Customer Satisfaction) > 79%
• AHT between 500 and 800 seconds
Comcast Xfinity
Tech, Sales & Customer Service Phone Support
Central Region Support
Inbound Tech, Sales & Customer Service Calls
About the Client | Comcast Xfinity
Comcast Cable is one of the nation's largest video,
high-speed Internet and phone providers to
residential customers under the XFINITY brand.
With Xfinity, Comcast delivers the best in TV,
Internet, voice, mobile, and home management, all
working together to give customers instant access
to the things that matter most – anywhere, anytime.
Learn more about the company at www.comcast.com
Systems and Equipment
Equipment Must Meet Platform Standards
Click Here for System & Equipment Policy
Additional Client Program Technology Standards
• This program requires an Arise Secured Desktop (ASD). Please see page (4) for additional
information.
• Dual Monitors are required.17” -19” LCD monitors in non-widescreen or 19”-20” in widescreen
format.
• USB VoIP Headset
• 80 GB 7200 RPM SATA or above for hard drive space
Arise Secure Desktop (ASD) The Arise Secure Desktop (ASD) flash drive is a device necessary to
successfully access the Arise Platform in order to service a client program.
The ASD is an additional operating system on a computer which provides a secure and streamlined
environment. It does not interact with an existing windows operating system. It is launched from a USB flash
drive and does not install on a computer. Once the ASD is removed, no trace of it is left on the PC.
• Agents will need to provide or purchase their own ASD flash drive, and instructions will be emailed to the
enrolled agent on how to download the ASD software to that flash drive.
• Upon enrollment in a certification course for a client program, make sure to keep an eye out for an email
with instructions on how to create the ASD.
Additional Requirements 80 GB & 7200 RPM SATA Hard Drive or above for hard drive space and dual
monitors:17 – 19” LCD monitors in non-widescreen or 19 – 20” in widescreen format.
Comcast Xfinity
Tech, Sales & Customer Service Phone Support
Central Region Support
Inbound Tech, Sales & Customer Service Calls
What to Expect When Servicing
What to Expect
On a day-to-day basis, call center companies can expect to participate in the
following activities:
• Assist Comcast customers with billing or video technical repair inquiries
• Review, analyze and respond to customers’ billing inquiries
Listen For • Resolve customers’ open issues or questions
Yourself!
• 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
Capabilities of Top Performing Call Centers for this Program
• 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
CERTIFICATION DETAILS
See Page 1 For Course Dates and Class Times Available
This phase provides:
Phase I
1
An overview of the tools, knowledge, and resources
necessary to use client systems and provide quality
Instructor-Led service to client customers.
eLearning &
• A combination of self-paced and instructor-led
Self-Paced Work
• 6 hours per day of instructor-led sessions
• Self-paced modules and assessments daily
This phase is:
2
Phase II Classroom, self-paced work and live call-taking
Instructor-Led
Learning & Classroom
Call-Taking
See
SeePage
Page1 For Course
1 For Dates
Course and
Dates Class
and Times
Class Available
Times Available
100% attendance
100% instructor
attendance lead sessions
instructor-led is ishighly
sessions encouraged
highly forforsuccess!
encouraged success!
Comcast Xfinity
Tech, Sales & Customer Service Phone Support
Central Region Support
Inbound Tech, Sales & Customer Service Calls
CERTIFICATION DETAILS
Certification Completion Criteria
• Complete pre-course work prior to day 1 of class
• Attend a log-on party on day 3 of class
• Successfully pass all quizzes and exams scoring 85% or higher
• Successful completion of a mock call prior to Day 12 with a score of 75%+
• Participate in all live call taking days outlined as Phase 2 and Phase 3 in the course duration
section
• Achieve a 75%+ QA score on every scored live certification call
• 100% completion of daily self-paced work
• Meet all service level and performance metric requirements as outlined in the Certification SOW
• All learners must complete the Service Partner Security Awareness self-paced course and score
85% or higher on the assessment before the last day of class in order to be certified
PLEASE NOTE – FOR SECURITY PURPOSES
LEARNERS MUST ATTEND THE FIRST THREE DAYS OF CLASS TO
CONFIRM LOGIN CODES
Codes will be deactivated for learners who do not attend the first three days, and they will be
removed from class. Please ensure your agents attend. Failure to take and/or complete any
assessment may result in a drop from the course without reimbursement.
Service level requirements vary and are subject to change
Failure to meet one or more of the service level requirements may result in termination of the SOW.
The service level requirements may be modified from time to time upon commercially reasonable
notice to the business.
Service Level Requirements Metrics Definition
% of intervals serviced compared to the intervals scheduled
and committed to service. Commitment Adherence is
Commitment Adherence 90%
calculated as Serviced Minutes/(posted Minutes + Released
Lockdown Minutes)] x 100
Transfer % < 15 % % of calls transferred to other departments
< 0.30%
Transfer Sales Ratio
Average Handle Time (AHT) >500 seconds <800 seconds Talk time + Hold Time + ACW
STAR metrics requirements vary and are subject to change.
Star metrics and corresponding Incentives are included in the Production SOW. Certification SOW does
not include Star.
Metric 1 Star 2 Star 3 Star
Intervals Serviced > 60 > 60 > 60
Metric
Reward RepSat > 83%
FCR (First Call
Resolution) > 80%
Pre – Select Bid
10% 15% 25%
Reward Category
THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK, DRUG SCREEN & AFFIDAVIT OF ID
Step One: A background check will be prompted once you start the enrollment process.
IMPORTANT INFORMATION REGARDING BACKGROUND CHECK DURING COVID-19 PANDEMIC
Due to certain courthouse closures during the COVID-19 pandemic, Arise may be unable to completely finalize your
background check. However, in order to allow you to continue your enrollment process, if the portion of your
background check that is able to be completed is clear, you will receive a PROVISIONAL pass. Once the courthouses
reopen, we will finalize your background check. If any disqualifying criminal history is uncovered during this
finalization process, you will be notified, and your company’s SOW will be terminated. We are unsure at this time
how long it will take to complete background checks. We apologize for any inconvenience this may cause your
company.
IMPORTANT INFORMATION REGARDING DRUG SCREENING DURING COVID-19 PANDEMIC
To ensure the safety and well-being of all Service Partners and do our part to help mitigate the spread of COVID-
19, all drug screenings will be postponed until further notice. Agents enrolling in this opportunity should keep in
mind that this DOES NOT mean Service Partners will never be required to complete the drug screen. Once the
determination is made that drug screenings can resume, Service Partners will receive notification and have 30
days to complete the drug screen. You will potentially be able to complete enrollment in a course, certify and
begin servicing before fulfilling the drug screen requirement. Please note that failure to timely initiate the drug
screen (once it is reinitiated), or failure to pass the drug screen, will result in the termination of a business’s
Statement of Work without further notice.
IMPORTANT INFORMATION REGARDING BACKGROUND CHECKS
Please note if you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do
not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need
to wait at least 24 hours before attempting the background check.
If you have recently changed your name, it may delay or disrupt the background check. Please make sure that full
and correct legal name is included in your profile and provided in the background check step. Also, please
ensure the Experian is aware of your name change.
Arise uses First Advantage to compete the background checks. Under certain circumstances, First Advantage
may reach out to you to clarify your information. Your prompt response to First Advantage will accelerate the
process of completing your background check and enrollment.
Please note:
• Arise will not process system access codes, required to attend the certification course, until ALL
enrollment pre-requisites have been successfully completed and provided to Arise.
• Unqualified submissions, partial submissions, or no submission at all, will result in the learner being
immediately removed from the opportunity.
• If the learner is removed or dropped from the opportunity for failure to complete all steps listed above,
no refunds will be provided.
AFFIDAVIT OF ID
Step Two: Notarized Affidavit of ID
A completed, notarized affidavit of identification with photo ID must be on file.
• This step can be skipped If you have already submitted a valid Affidavit of ID on a previous opportunity
• Click on the link to access the Affidavit of Identification: Affidavit of Identification
• Once completed, submit this form to AriseAffidavitOfIdentification@arise.com. When submitting the form, the
Subject line must include the Client Program name and the CSP ID
Log-in codes are confidential, user-specific and will only be
Additional Information
generated for confirmed course attendees
All Service Partners must ensure that their agents have a professional work environment, free from any
background noise, when in class and when servicing.
• To confirm a company’s intent to attend, Arise may be contacting the Service Partner 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 business’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. Service Partners are responsible for ensuring that
their agents service all intervals that have been selected in StarMatic®.
See Sample Statement of Work
A Service Partner DOES NOT QUALIFY to participate in this
program if any of the following applies to them 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
Systems & Equipment
• 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.
