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Consilio helps Comcast increase their revenue generating transactions by 187%

Built for business.

Cable and Internet… can’t live without ‘em. Especially when you’re running a business.

And when they don’t work, what do you do? You call your cable company. In fact, millions of angry customers call in yearly. Comcast wanted to offer these customers additional products and services and improve the overall customer experience.

The Solution

Consilio worked with Comcast Business Care to develop and implement a coaching program (Coaching for Business, known as C4B) and a customer care call flow (Solutions for Business, known as S4B) in 2014 to shift customer care representatives into a more consultative role. This gives them the opportunity to better serve the needs of customers while increasing sales. We helped supervisors advance their coaching skills (and, thus, the skills of their agents) by teaching them our skills transfer process and 1 on 1 coaching techniques.

Consilio and Comcast continue to stretch in 2015 as we launch a new program to improve the way managers and supervisors coach. Consilio and Comcast are committed to creating a culture of consistent performance improvement in the coming months including coaching workshops and customized, individual coaching plans for supervisors.

The Scoreboard

Consilio’s coaching program stuck. Supervisors and agents report it is alive and well and producing results months after the 2014 program ended. Supervisors say they have a renewed freedom in their coaching that didn’t exist before Consilio introduced the technique of using a framework that guides agents to find beneficial solutions for both parties rather than a script that can place limitations on customer conversations.

Comcast met its 2014 upsell per call goal of 4.4%, and is well on its way to meeting it’s 2015 goal of 5.5%