Play the Quarter
Play the rest of the quarter before living it, then race your plan.
The job
Simulates the rest of the reporting quarter against the regulator's complaint KPIs, commits to a plan, and shows each week whether reality is ahead or behind, with the cases that cost the lead one click from reassignment.
The moment
The bank simulates the rest of the quarter against the regulator's complaint measures, commits to a plan, then races it each week, like racing a ghost runner.
On Monday of week 9, the plan is 0.7 points ahead on the share of complaints handled on time. The real runner is held up by 14 cases that breached their deadline over the holiday.
Six of them are reassigned straight from the track.
At quarter end, the actual report card lands inside the projected range. The record shows 5 of the last 6 quarters landed inside it.
What it does
- Commit the plan
- Grade this week
- Reassign an obstacle case
- Bulk reassign / request staffing
- Send the report card to the CEO
What you see
What-if simulator with sliders and a report card, then a weekly ghost race of plan against reality with reassignable obstacles
What it moves
The quarter-end share of complaints handled on time against the regulator's line of at least 95%, and the six other regulator complaint KPIs, plus how often actual results land inside the committed range.
Built for
- CX leaders & VoC
- Contact-centre operations
- QA, training & knowledge
- Executives & leadership
