Is It Just Us?
Your spike beside every rival's: yours alone, the whole sector, or upstream?
The job
Tells you fast whether a complaint spike is yours alone, the whole sector's, or a shared supplier's, such as a card network, login provider, phone update, courier or airport. Runs the right response and bills that supplier for a year of findings.
The moment
At 09:14 a bank's complaints jump, and people start reaching for the phone to blame the app team.
A chart with one line per brand shows four rival banks rising in the same window, with the card network named in most posts.
The verdict is stamped: an upstream problem with the card network, based on 186 posts and seen at 4 of 5 banks. The approved holding statement is out in minutes, instead of after an hour of internal blame.
In December, the CFO sends the card network an invoice for 3,120 contact-hours: $410,000.
What it does
- Confirm or override the verdict
- Send the holding line
- Arm the IVR and bot
- Page the upstream liaison
- Check status pages
- Send an upstream invoice
What you see
Seismograph strip (one trace per brand on one clock) with a verdict stamp and optional chord-or-solo sound; an annual upstream invoice
What it moves
Minutes from a spike to a confirmed verdict and to an approved holding statement, the share of spikes blamed correctly (by how often verdicts reopen), and yearly contact-hours and dollars charged to each upstream party.
Built for
- Contact-centre operations
- Marketing, brand & comms
- Finance
