Balance Scales
Service credits owed on one pan; the client's own lapses on the other.
The job
Forecasts the month's service credits in money while they can still be avoided, fixes the causes before the cut-off, and offsets credits with evidence of obligations the client missed.
The moment
An outsourced contact centre sees its month on a balance scale: service credits it may owe the client (penalties for missing service levels) on one side, the client's own missed obligations on the other.
A time-lapse of the month plays, and the scale tips on the 11th.
The incident card explains why: the client changed prices without warning, driving 2,300 contacts in four days. That caused most of the service-level miss the client planned to charge for.
The client's vendor manager accepts the evidence and the $180,000 credit is waived. This quarter, credits avoided or waived come to 4.1 times the licence cost.
What it does
- Log a client lapse
- Assign a lever
- Send an evidence card
- Record the actual credit and waiver
- Open incident verbatims
What you see
Animated brass balance scale with a month time-lapse, draggable lever weights and emailed evidence cards
What it moves
Service credits avoided or waived each quarter in US dollars, and how accurate the forecast is on the 18th of the month.
Built for
- CX leaders & VoC
- Finance
- Partners & ecosystem
