Detractor Hour
Score a 3 and a voice calls within the hour, when calling helps.
The job
Predicts whether a call can win back a customer who scores 0 to 6, and calls those it can within 60 minutes. A control group proves which causes calls really recover, so callbacks go where they work and other causes get a real fix.
The moment
A customer scores a survey 2 over a missed appointment. The app predicts a call has a 64% chance of winning the customer back.
24 minutes later, the customer's phone rings. A voice agent quotes the comment back and offers a new appointment.
Another unhappy customer from the same hour, upset about network coverage, gets no call: only 8% of such cases can be won back by calling, so it goes to network planning.
The results: 47% of customers called within the hour were won back, against 18% sent a standard email. Predictions were right 81% of the time, and $3.1 million was kept this quarter. The head of CX says: "We've been calling the wrong detractors."
What it does
- Edit the guardrails the agent obeys
- Call now for a missed recoverable detractor
- Hand to a human
- Stamp a cause call-proof and send tell-when-fixed
- Reopen a failed recovery
- Drill any cell to verbatims
What you see
An hourglass rail of today's detractors draining to 60 minutes, each carrying a live recoverability prediction that is graded on screen, a recovery league by cause beside the control group, and a retained-revenue ledger. Ready for the wall screen with masked IDs.
What it moves
Unhappy customers won back for each cause compared with the control group, with sample sizes and ranges, how often the predictions are right, and revenue kept in dollars each month.
Built for
- CX leaders & VoC
- Contact-centre operations
- Analysts & data
- Finance
