Goal Under Review
Complaints closed inside the legal deadline score, but a repeat contact sends the goal to review.
The job
Turns closing complaints inside the legal deadline into a team game where only fixes that stick count. The results roll up into the breach rate and regulator scores that the CCO reports.
The moment
The complaints team's wall is set out like a football league table. Every complaint closed inside the legal deadline scores a goal, but only if the customer doesn't come back about it.
At 4 p.m. on Friday the wall shows the team nine goals up for the week.
On Monday one of those customers sends a repeat message. That goal goes to a replay review, like a disputed goal in football, and the score drops back to eight.
The team lead turns that case 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
The share of complaints closed inside the legal deadline that stay closed for 14 days, alongside the regulator's on-time rate (95% or higher) and repeat-complainant rate (25% or lower).
Built for
- Contact-centre operations
- Compliance, complaints & legal
- CX leaders & VoC
