Dialect Switchboard
Re-patch who answers whom when dialect mismatch keeps customers calling back.
The job
Finds the pairings of caller dialect and agent team that cause repeat contacts and poor outcomes, prices them, and changes call routing using the best signal the phone system already has.
The moment
The routing between caller dialects and agent teams is shown as an old telephone switchboard. Red cords mark pairings that keep customers calling back.
The planner drags a red cord from an offshore agent team to the local one.
The estimate reads: repeat calls down about a third, cost up 4%, and a net saving of $180,000 a year.
Next is a cord moved last month, which has now turned green.
What it does
- Apply the routing rule
- Roll back a patch
- Listen in
- Stamp the verdict
What you see
Vintage telephone switchboard with glowing patch cords, a 'headphones' listen-in of paired transcript turns, and a re-patch bench priced in money
What it moves
Repeat contact rate and first-contact resolution for each re-routed dialect and topic, and the net yearly saving in dollars after the difference in cost between agent teams.
Built for
- Product & digital
- Contact-centre operations
