Contact Chargeback
The contact centre invoices every department for the contacts its failures caused.
The job
Sends the department that caused a flood of avoidable contacts an itemised bill it can dispute or settle with a fix. The cost lands in the right budget and disappears only when the contacts do.
The moment
The contact centre sends each department an itemised internal invoice for the contacts its failures caused. In the COO review, the billing director disputes one line.
The COO clicks it, and 40 customers explain the late text message in their own words. The dispute is withdrawn and a fix date is committed on screen.
The product team gets its bill on WhatsApp: release 8.4 caused 3,410 extra contacts at $14 each, plus 212 goodwill credits, $58,340 in total, due when volume returns to normal.
Three weeks later, a green stamp marks the bill settled. The next roadmap opens with "pay our CX debt first".
What it does
- Issue and deliver an invoice
- Dispute a line
- Commit a fix date
- Stamp SETTLED
- Send the CX debt statement
- Open a line's verbatims
What you see
Internal tax invoices with a dispute desk, an accounts-receivable ageing wall, a SETTLED stamp and an annual CX debt statement
What it moves
Avoidable contacts, and their cost in dollars, for each responsible department each month, and the share of invoice lines settled within 60 days.
Built for
- Operations
- Contact-centre operations
- CX leaders & VoC
- Product & digital
