Crossed Wires
Catches agents quoting one client's rules to another client's customer.
The job
Spots when agents who work across several client programmes carry one programme's rules, fees, disclosures or hotline numbers into another's conversation. Corrects it with the customer and proves the mistakes stop.
The moment
In an outsourced contact centre, agents serve customers of several client companies. The app shows each client as a lane on a switchboard, with a spark wherever the lanes cross.
The first week's scan finds 38 sparks. In one, a bank's customer was quoted a telecoms 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. The client's risk officer asks for the audit trail for the 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
Mix-ups between client rules per 1,000 calls, weighted by how serious they are, and corrections delivered to customers within 24 hours.
Built for
- QA, training & knowledge
- Compliance, complaints & legal
- Contact-centre operations
