VIZIO Inc. - JB Pettiecord - Simply the Best
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 & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Manager of the Year
Nomination Title: JB Pettiecord Simply the Best
Tell the story about what this nominee 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:
VIZIO’s Support organization consists of two key elements: First, we have a Best Practices site in Dakota Dunes South Dakota. Their job is to develop the best policies, procedures, and tools to ensure that VIZIO support agents can provide world class performance. Second, we have outsource partners taking half the calls.
JB Pettiecord is the Sr. Manager of Operations for VIZIO Support. His job is to manage those outsource partners, to ensure they are following policies & procedures, and that they have what they need to be successful. The problem is, that in 2016, they weren’t too successful. By most company’s standards they were doing great. But compared to the VIZIO Best Practices site they were significantly behind.
JB went to work looking for the problem. He travelled to each of the outsource sites, which consisted of ten different locations run by three different companies. Each site had its own management structure, its own trainers, its own unique skillset, and its own set of problems. He spent quite a bit of time at each site trying to document and diagnose their unique problems. He worked with the team to try and correct tools and policies. But it’s hard to correct an issue for 30 people, when the policy is working really well for the other 300. It seemed like each time he found a solution, it caused an issue somewhere else. The solutions and problems kept getting more and more complicated. There were too many people in too many places having too many different problems. It turned out the problem was actually simple. There were simply too many problems.
JB set about simplifying things. Starting near the end of 2016 JB began redistributing the staffing. He took the 10 locations spread across 3 companies, and slowly whittled it down to 3 outsource sites from 3 companies. By the end of the 2017 the plan is to have 2 sites, from 2 companies.
He refocused staffing so that all of the agents in a few key locations were sharing their knowledge with each other, helping each other, and more accurately expressing their struggles and implementing the solutions. Working with IT, Training, and various other teams, JB was able to introduce new coaching features into our tools, and more easily take in feedback.
The simplification also made weekly operations more productive. Under the ‘Complicated’ way we used to do things, 1 or 2 representatives from each site would attend. Now, 4 or 5 people from each site could attend. Everyone got to listen to each other’s questions. If someone couldn’t attend, there were other representatives there with that knowledge.
JB took the team from 12 trainers down to 3. This meant each trainer had more frequent new hire classes. They were staying more current on knowledge, and building a greater expertise.
The management staff fell from 50+ Supervisors down to 13. They were able to more precisely identify which agents needed help, and more efficiently distribute information back to their team.
JB could now spend more time working individually with each person, and more fully addressing their concerns.
It turns out many problems were being resolved by this simple solution. Here are the results from 2016 to 2017:
• Quality Scores went up
• Accuracy in Diagnosing Service issues rose
• First Call Resolution increased
• Customer Satisfaction rose
• Average handle time fell
Simply put, JB Pettiecord is VIZIO’s Contact Center Manager of the Year.