Criterion Exchange
Every scorecard criterion trades on how well it predicts what customers did next.
The job
When agents ace a 29-item scorecard while customers keep calling back, prices each item by how well it predicts customer outcomes and its cost in handling time. Drops items that are just for show, adds what works, and proves QA scores move with customers.
The moment
Each item on the QA scorecard trades like a stock, priced on how well it predicts what customers did next.
A criterion worth 10% of every agent's score trades at zero. A behaviour not on the scorecard lists for the first time, with the strongest link to customers not calling back.
At the closing bell, the zero-value criterion is removed. The ticker shows 14 seconds per call handed back to the floor, the same as 9 full-time staff.
A quarter later, the link between QA scores and CSAT clearly jumps.
What it does
- Save a decision memo
- Request approval for a new scorecard version
- Publish the approved version to Agent QA
- Send a pattern to calibration
What you see
Stock-exchange ticker with IPO tiles, a stage/backstage split screen, a rebalance slider and a quarterly closing-bell ceremony
What it moves
How closely QA scores track customer outcomes (CSAT, and no repeat contact within 7 days), and the handling time freed by dropped criteria, in seconds, staff and dollars.
Built for
- QA, training & knowledge
- Contact-centre operations
- CX leaders & VoC
