Comcast Week 4

So far, I feel like I’ve contributed to my Call Center Sales and Voice Analytics team in a number of different ways. Coming into the internship, my boss made it very clear that, even though I have no experience in the telecommunications or speech analysis fields, my insights and work will be highly valued as a fresh pair of eyes. My team is so entrenched in what they’re doing, so they need someone who can look at their work from a different vantage point. One project we’ve been working on is creating a topic library for the entire company to use and navigate within our call listening platform. We want it to be as simple and as user-friendly as possible. To ensure that we succeed, the team tasked me with keeping an ongoing list of questions and logical recommendations I’d make for the layout and general purpose of the library. My manager loves when I ask “why are we doing it this way” because it means there might be a simpler way to do something that more people would be able to understand. The topic library project is ongoing, but I have helped narrow down the list of categories from around 15 to 10. That doesn’t sound like much, but since there are hundreds of topics and subtopics under each category, it provided some much needed structure.

In addition to relying on inexperience and fresh eyes to add value to the team, I have also used previous work experiences to contribute to our team’s goals. There are only four of us on the team, so there are definitely topics and keywords we miss when it comes to what our agents and customers are talking about over the phone. To make up for at least some of this gap, I provided new insights to different customer objections like “let me talk to my spouse” or “I’ll think about it and call you back” from my days selling Cutco knives and the best way to rebut those (create urgency). I also made sure my team took into account knowing the difference between “I can’t afford that” and “wow, that’s expensive.” Both objections are in response to price, but they should each be handled independently. I really feel like I’ve used some of my Jepson knowledge, especially from my Critical Thinking class, to contribute to the team.