Crossed Wires
Catches agents quoting one client's rules to another client's customer.
The job
Detect when multi-skilled agents carry one programme's rules, fees, disclosures or hotline numbers into another programme's conversation, correct it with the customer, and prove it stops.
The moment
In the first-week scan the switchboard throws 38 sparks, including a bank customer who was quoted the telco client's cancellation fee. The corrections go out that afternoon after approval. Four weeks later sparks per 1,000 calls are down by three quarters, and the client's risk officer asks for the audit trail for her regulator file.
What it does
- Write an audit entry
- File a coaching task
- Send the customer a correction
- Push a spot-the-difference flashcard
- Send the audit trail to the client
What you see
Switchboard of programme lanes with sparks where the wires cross, plus a Confusion Twins flashcard deck
What it moves
Crossed-rule sparks per 1,000 calls, weighted by severity, and corrections delivered within 24 hours
Built for
- QA, training & knowledge
- Compliance, complaints & legal
- Contact-centre operations
