Fault Line
Every unhappy customer's anger lands on whoever actually caused it.
The job
Splits each low rating or complaint into what the agent could control and what policy, process, product, a partner or the client caused, with a supporting quote. Staff are judged fairly, the real owner gets the work, and contract money follows the evidence.
The moment
Low ratings usually count against the frontline agent. Here, a rejected applicant's one-star rating is split in two: what the agent controlled and what they didn't.
The complaint "rejected me with no reason" goes to the owner of the eligibility policy, whose count of customer anger caused by the policy jumps to 412.
The other half, "the agent was patient and explained everything", lifts the agent's service score from 2.1 to 4.4.
The team's supposedly worst agent turns out to be the one who takes every rejection call.
What it does
- Claim a card to its owner
- Overrule a split or rule on an appeal
- Send the evidence pack to the owner or client
- Deliver each agent's private two-pile card
- Settle an SLA credit or gain-share adjustment
What you see
Three (or more) glass jars with falling marbles that spill into claimable cards; torn ticket stubs over a two-column agent ledger; live 'anger inherited' counters; private WhatsApp two-pile card
What it moves
The share of low ratings caused by things the agent controls, policy-caused contacts removed each month, and the dollars of SLA credits or shared gains settled on confirmed fixes on the client's side.
Built for
- CX leaders & VoC
- Compliance, complaints & legal
- QA, training & knowledge
- Frontline staff
