Read this article about Comcast, one of our finalists, in the category Best Operational Excellence Project under 90 Days, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

At Comcast, we know that customers who have a seamless WiFi service experience translate into strong customer experience Net Promoter scores (NPS) for the Company. In contrast, if a customer has even one connectivity or other WiFi service issue, their NPS scores drop quickly.

On July 25, 2018, Comcast’s West Division Customer Experience and Communications teams created a moment in time called “WiFi Day,” established to give employees the knowledge to get every customer’s WiFi service right the first time. Dedicating a day underscored the importance of WiFi to Comcast’s core business, by ensuring employees had the time to participate in WiFi Day learning sessions.

WiFi Day’s call to action was for every leader, frontline, and shared services employee to own the end-to-end WiFi experience in the home. By leveraging frontline leaders – called WiFi Champions – to deliver the learnings to their teams, we galvanized support and created a successful event. 

Our challenge was to create training content that would resonate with every employee, anywhere in business — from a long-term frontline technician to a new generalist in human resources. To get it right, we looked to the company’s experts and our frontline employees for their view of the knowledge gaps.

We gathered technical knowledge and then translated their “tech-speak” into universal language to educate employees about how Comcast WiFi products get delivered, work in customer homes; and how we can optimize their performance in the areas of WiFi Speed, Coverage, and Control.

The centerpiece of WiFi Day was coordinated learning sessions that provided the foundation of WiFi information we wanted every employee to learn. To present a consistent learning experience, WiFi Day training sessions included the following:

• A PowerPoint training presentation
• Training video https://app.box.com/s/fmzqdcrko6f9b4j8i1sx3cwxehyx6bsv
• Employee knowledge handouts
• A customer leave-behind (attached)
• A WiFi Day device matrix
  

More than 95% of the West Division’s 22,000 employees participated in a WiFi Day training session on July 25, 2018. The results of the post-meeting survey showed employees rated WiFi Day content a 4.33 out of a possible 5 points.

The business has also benefitted from positive results in the form of fewer customer trouble calls and technician visits, as well as employees adopting the positive behaviors outlined during the training. Comcast is receiving 13 basis points fewer trouble calls per day and 28 basis points fewer transfer calls to advanced technical support related to intermittent high-speed data or WiFi issues. Not only does that indicate more satisfied customers, but fewer customer calls translates into fewer technician visits; and with the average truck roll averaging $75.00, that reduces costs.

One employee who participated in WiFi Day used what she learned to help her parents maximize their WiFi experience with immediate results.

“We immediately saw speeds increase on ALL of their devices. They are thrilled with their WiFi now. Thank you for WiFi Day! I hope this story inspires more to be WiFi Ambassadors!”

~ Comcast Business Partner Development Manager