Ghost Seats
The seats on your floor that exist only to answer preventable calls.
The job
Prices avoidable demand in agent seats and money, sends the cause behind each ghost seat to its owner or to the AI agent, and shows the seat emptying only when the fix is confirmed.
The moment
A floor plan of the contact centre shows 23 ghost seats: agent seats that exist only to answer calls that should never have happened.
The CFO hovers over a row of eight seats handling refund questions, and a customer's words scroll past: "third time I'm asking, where is my money".
The CFO assigns the problem to finance.
Four months later those eight seats have faded out. A phone alert reads: refund-status contacts down 71%, $64,000 a month freed up.
What it does
- Accept a ghost into the census
- Assign owner and fix date
- Send the evidence pack
- Automate this ghost
- Notify CFO when a seat is vacated
What you see
Floorplan of translucent ghost seats with headset verbatim tickers; monthly ghost census
What it moves
Full-time staff tied up by avoidable contacts and their monthly cost, seats freed each quarter, and contacts moved to the AI agent.
Built for
- Contact-centre operations
- Finance
- Operations
