TCL USA - Contact Center Manager of the Year
Company: TCL USA, Corona, CA
Company Description: TCL is the fastest growing TV brand in America. One of the world's best-selling electronics brands, TCL has been delivering high quality products featuring stylish design and the latest technology for 35 years. With extensive manufacturing expertise, a vertically integrated supply chain, and state-of-the-art panel factory, TCL offers innovative televisions, including the award-winning TCL Roku TV.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Manager of the Year
Nomination Title: The Joyce Effect!
Tell the story about what this nominee achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: REDACTED FOR PUBLICATION
TCL has experienced phenomenal growth over the last few years, so much so that we’ve adapted the moto of “America’s Fastest-Growing TV Brand.” However, with that growth comes the challenge of managing the many questions our valued customers have and to do so consistently/effectively wherever our customers want to engage us.
In June of 2017 Joyce Surujbhan was hired as TCL’s Knowledge and Quality Manager. Her original responsibilities included building TCL’s Knowledge Base, Agent Training and Quality programs. Her scope spans our Level 2 office in Corona, CA, our captive center and our outsourced partner in the Philippines. She is one of those few individuals who has an infectious positive outlook that permeates all those she comes in contact with. However, it is her leadership, work ethic and skill that sets her apart from the rest.
From the beginning, Joyce’s leadership and passion for service was apparent. At a time where most new employees would still be getting acquainted with operating procedures, less than 60 days in Joyce had already made changes to our Knowledge Base which increased search results effectiveness by over 65%. Her initial onboarding plan was to listen and learn. However, knowing that she was joining right before our Back to School peak, she took it upon herself to work tirelessly to analyze our existing Knowledge Base looking for low lying fruit.
Soon after her initial Knowledge Base improvements, Joyce partnered with our site quality head and quickly got to work laying out her vision and strategy for the department. Her first step was to assure our leadership team was calibrated with what a good contact was, then took a systematic approach to calibrate with each group thereafter. Everyone from Site Managers to Agents were covered, ensuring all were on the same page. Training was then tackled to assure all of our agents had what they needed to be successful. In the end, a close-loop process from Training to Operations, then to Quality Assurance and back to Training was put in place. The process not only had an immediate impact, but also set the foundation for long term success.
Joyce’s training endeavors did not end with agents. She recently launched a management training initiative to keep our team up-to-speed with the rapid changes in technology. She’s dubbed the program “LOTTO” which stands for Learn One To Teach One. LOTTO entails researching a topic, building a mini training deck and presenting to the rest of the team. The program presents the opportunity for all team members to share and gain knowledge. While still in its infancy, it has been well received and appreciated.
As if that was not enough, in the beginning of 2018 Joyce led our launch of Chat Support which involved sourcing a chat platform, configuration, process creation, training, quality assurance and execution. The launch went so well, that she recently volunteered to take over our entire e-support program which also includes e-mail and social support. She is currently in the process of bringing her same systematic approach to improve these support channels as well.
Beyond the Business
Aside from her numerous accomplishments in the workplace, Joyce also finds time to help out with the community. Whether it is volunteering to make and deliver snack bags for the Emilio Nares Foundation, collecting and delivering presents to those less fortunate during the holidays or volunteering with the Special Olympics, you can always find Joyce giving back to those in need. Her heart is as big as her impact and both are definitely felt!
We are extremely proud and privileged to have Joyce on the TCL team. It is with great pride that we nominate Joyce Surujbhan for Contact Center Manager of the Year.