Go/No-Go Poll
Launch control for the season: every station calls go, or the countdown holds.
The job
Proves every part of the service is ready for a known peak before it starts, holds the countdown when one part is not, and grades each readiness check against what customers actually said on opening night.
The moment
Before a known peak, every part of the service calls go or no-go, like launch control. At T-minus 14 the countdown stops mid-roll-call.
Messaging is no-go: the holiday WhatsApp template was rejected 19 days ago. Knowledge is no-go: asked about holiday hours, the bot gave last year's.
At risk: 4,100 contacts about opening hours and $94,000 in handling costs. Both problems are fixed by T-minus 9.
On holiday morning, contacts about opening hours are at a third of last year's on the same day: 1,380 against 4,100.
What it does
- Hold or release the countdown
- Attest a station check
- Test-fire a seasonal workflow
- Page the station owner
- Open the verbatims behind a station
What you see
Launch-control roll-call: station lamps, a T-minus clock that can hold, and station consoles; shown on the screen in the readiness meeting
What it moves
Opening-night contacts on readiness items compared with the same days last season, such as "what are your hours" contacts, and the no-go items caught and fixed before launch, with money at risk avoided in dollars.
Built for
- CX leaders & VoC
- Contact-centre operations
- QA, training & knowledge
- Branch, store & field managers
