Knowledge Refund
QA points lost to missing knowledge go back to agents, billed to the KB.
The job
Separates agent mistakes from missing or wrong knowledge in QA. Agents get their points back, and the knowledge gap is billed to the people who can fix it, in QA points, repeat contacts and money.
The moment
An agent lost QA points, but the real cause was missing knowledge. A refund slip prints on the agent's screen: 14 points refunded, because no help article existed for the holiday service-charge waiver.
The same line appears on the monthly invoice sent to the director who owns the knowledge base, priced at $41,000 in repeat calls.
Next month, the same line reads 4 points, stamped paid.
What it does
- Confirm a verdict and refund
- Send a receipt to an agent
- Send the invoice
- Pay a line (publish the article)
- Escalate an unpaid line
What you see
Thermal-paper refund receipts for agents and an itemised monthly invoice to the knowledge owner, with PAID stamps
What it moves
QA points refunded each month because knowledge was missing, and the repeat contacts and handling-time cost they stand for, falling month on month as invoice lines are paid.
Built for
- QA, training & knowledge
- Contact-centre operations
- Frontline staff
- Operations
