VIZIO - Customer Service Department of the Year
Company: VIZIO Inc., Irvine, CA
Company Division/Group: VIZIO Contact Center
Company Description: VIZIO's Contact Center is located in Dakota Dunes,South Dakota. The site has just over 100 customer-facing agents, taking over a million contacts a year. It's mission is: To Help People. The VIZIO contact center takes phone calls, chats, emails, along with managing social media sites. While the contact center is in South Dakota, VIZIO's headquarters are located in Irvine, CA
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
Nomination Title: VIZIO Inc.
Tell the story about what this nominated department achieved since the beginning of July 2016 (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: TEXT REDACTED FOR PUBLICATION
Dakota Dunes, South Dakota, is home to VIZIO’s All-American, Award-Winning Contact Center. We built a Contact Center with a sustainable, competitive advantage but we weren’t sure how good we were. And we made sure EVERYONE is able to take care of customers. Since July 2016, we had made some effective changes. So, in January, 2017, we enlisted the help of the leading source of benchmarks, scorecards, and performance metrics for Contact Centers worldwide: MetricNet. MetricNet has conducted over 3,700 benchmark studies since 1988. As a result, MetricNet’s benchmarking databases are now the largest and most comprehensive in the industry.
The performance benchmarking study compared Key Performance Indicators between VIZIO’s contact center and a unique peer group of 28 similar contact centers. Interviews took place. Many questions were asked and answered. A large amount of data was provided and results were calculated. MetricNet then rolled up those KPIs intosix critical performance metrics as a Balanced Scorecard:Customer Satisfaction, Cost per Inbound Contact, Agent Utilization, Agent Job Satisfaction, Average Speed of Answer, and First Contact Resolution Rate.
Each of those metrics were then assigned a weight according to its importance. The highest and lowest performance levels were recorded for each metric in the study. Scores were calculated and a Balanced Scorecard was created.
VIZIO’s results were fantastic! We scored out of 100%. The next closest in the peer group scored We blew away the competition! A copy of the Balanced Scorecard summary is attached to this entry.According to MetricNet, VIZIO’s Contact Center is the Best in Class!
Fantastic results, but not surprising, because at VIZIO’s Dakota Dunes Contact Center, we focus on our formula for success:
Careful Hiring + Thorough Training + Attentive Mentoring + Diligent Management + Accurate Performance Tracking + Focused Coaching + Targeted Retraining + Consistent Repetition = Success!
- Careful Hiring: We screen and interview thoroughly and scrutinize each candidate.
- Thorough Training: Our Certified Trainers are fantastic and they meticulously provide comprehensive training.
- Attentive Mentoring: This is a key step as we replaced much of our classroom learning with side-by-side sessions with Certified Mentors.
- Diligent Management: Our Management team is focused on success and faithfully watches and quickly corrects the health of our business.
- Accurate Performance Tracking: We use stack rankings of key performance metrics for each agent.
- Focused Coaching: Each week, every agent has a one-on-one with their Supervisor or Team Lead. During those sessions agents are coached on improving one metric.
- Targeted Retraining: As new products, policies and procedures roll out, so does the retraining focusing on the specific piece.
- Consistent Repetition: We do all of this over and over, time after time, following the same, proven steps.
Following that formula equals success. With 64 awards in the last six years and being named Best in Class, the model is clearly working.
It’s been a tremendous year for the VIZIO Dakota Dunes Contact Center.