After the Hard Call
Staff who carried someone's worst moment get a debrief within a day.
The job
Finds calls where staff took on someone else's trauma, offers each person a debrief and a break within 24 hours, and rotates people before the load breaks them. Shows the outsourcer and its clients the turnover cost avoided, without ever scoring anyone's emotions.
The moment
Each heavy call, where a staff member took on someone else's trauma, is shown as a lantern that dims once the staff member has had a debrief.
The month-end summary: 37 staff took 112 heavy calls. Every one was offered a debrief within 24 hours, and 31 accepted.
Team 4 carried three times the average load but lost nobody this quarter after rotation began. At $18,500 to hire and train a replacement, that is $111,000 of staff turnover avoided.
A team lead says it is the first system that noticed what the team goes through.
What it does
- Send the private debrief card to the team lead
- Log a debrief
- Approve a rotation suggestion
- Send the month-end card and client-programme page
What you see
Lantern board, one lantern per heavy call, dimmed once the debrief is done, plus a private 7-day 'weight carried' ribbon per masked person
What it moves
The share of heavy calls followed by a debrief offer within 24 hours, with a target of 100%, and 90-day staff turnover on the most exposed teams, with its replacement cost in dollars for each client programme.
Built for
- Partners & ecosystem
- Contact-centre operations
