Nov 3, 2016

New Service Center Focused on and Staffed by People with Disabilities

Our products and services are opening new doors to independence for people with disabilities. More than 60,000 customers use our talking guide daily and we’ve given out more than 10 million voice remote controls. These accessible features and devices are making a real difference in people’s lives and as more customers use them, we’re also providing the proper support to make their overall experience a good one.

That’s why we now have a team of 70 customer service employees who are specifically tasked with supporting accessibility at Comcast.

Just last month, we opened our newest, state-of-the-art call center in Spokane, Washington -- one of five new call centers we’ve broken ground on or opened over the last year as part of our commitment to improving the customer experience. The team in Spokane is focused on taking calls related to our Xfinity Home products, our partnership with Amazon, and is also now home to our team dedicated to supporting customers with disabilities.

Several members of our accessibility support team have disabilities themselves or have a family member or friend with a disability. Here’s one agent’s take on what her position means to her.

Each day, this team helps resolve issues and answer questions, like how to turn Closed Captioning on or off, enable video description or use the talking guide to handling requests for braille bills and large button remote controls. And they communicate with our customers via phone, email, and online chat.

We are in the midst of a massive effort to transform the customer experience, and moving our support center for customers with disabilities to our Spokane facility is part of our commitment to improve. The great people in our Spokane center will play an important role in ensuring our customers with disabilities are empowered to use our technology to independently navigate and enjoy all of their entertainment. We still have lots of work to do in the accessibility space, and we are excited to have the team in Spokane on board to help provide these customers with the best experience possible.

Tags : Accessibility

 
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