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VIZIO - Field Issue Tracking Team

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

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. Its 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 & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - All Other Industries

Nomination Title: VIZIO’s Back Office Customer Service Team – Field Issue Tracking Team

Tell the story about what this nominated team 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

Every day VIZIO Support helps thousands of people. A case is created and noted for each contact. The notes are a gold mine of information. Cases contain the model number of a VIZIO device, the diagnosis of the issue the customer is having, the troubleshooting that was done, the actual problem that was found and the subsequent resolution. This “voice-of-the-customer” data is extremely valuable to VIZIO Engineers, Product Developers, and Manufacturers. Mined correctly, the data can provide insight into product development and design, correcting problem areas, creating new features, and providing an understanding of what drives Customer Satisfaction.

The prospectors doing the mining are a team of three. Each day, they tunnel deep into the data. They dig and burrow through case after case looking for the nuggets. This is tedious, hard work. This is the work of the Field Issue Tracking (FIT) team. Allen, Rose, and Bella make up the FIT team. All three began on the phones, taking calls, creating cases, capturing customer issues. Now, they consume the same data the customer-facing agents create.

The FIT team did not begin with a bang; it was more of a slow evolution. There was an issue with one of VIZIO’s products. Calls and contacts began to come in to Support. Allen and Rose took it upon themselves to try to put some reporting behind that issue. The Product and Engineering teams found the data in the report to be very helpful and quickly resolved the issue. They asked for more data on other issues. A need was born, a team was born. Field Issue Tracking became a buzzword in late 2015 and became a formalized team in February 2016.

Since July 2016, the FIT team’s primary focus was on VIZIO’s new product. The FIT team was tasked with identifying (on a weekly basis) what was causing the highest volume of calls and complaints. Fixes for their findings were then incorporated into firmware patches to resolve the issues. Then, the process would start over again. It was similar to peeling the layers off an onion; each time you peeled off a layer, the next layer was a little smaller. They also followed the same process for Sound Bar and Speaker products.

Due to the high volume of VIZIO devices that are sold, relatively minor issues can result in huge Support costs.

Since July 2016, 74 different bugs have been opened, tracked, and closed,having saved VIZIO literallymillions of dollars, from a team of three people!

Almost eight thousand lines of data being scrubbed daily, all of it summarized and made understandable and usable by a team of data miners. That’s what makes the VIZIO Field Issue Tracking team the Back Office Customer Service Team of the Year.