Goal Under Review
Beat the statutory clock to score; a repeat contact sends it to VAR.
The job
Make beating the statutory clock a team sport in which only resolutions that stick count, and roll the game up to the breach rate and regulator index the CCO reports.
The moment
At 4 p.m. on Friday the wall shows the floor nine goals up for the week and the room cheers. On Monday one goal flashes VAR REVIEW: the repeat message slides in, the score ticks back to eight, and the team lead turns that card into the week's coaching moment.
What it does
- Play a fixture (assign its cases)
- Nudge a case owner
- Tag a VAR overturn reason
- Record the week's result
- Drill to cases
What you see
Football league table and fixture map on the floor wall, with a VAR room of overturned-goal replay cards and an exec season table
What it moves
Share of complaints closed inside the statutory clock that stay closed for 14 days (confirmed goals ÷ cases closed), alongside the regulator's on-time (95% or higher) and repeat-complainant (25% or lower) rates
Built for
- Contact-centre operations
- Compliance, complaints & legal
- CX leaders & VoC
