Relay Baton
Every promise made on one shift is kept by the next.
The job
When a shift ends, hands the next lead every open thread, spike in contacts and promise made to a customer, and confirms each one was taken, so no customer is let down because the person who promised went home.
The moment
At 15:00 the agent who promised a customer a call back at 4 goes home. The promise is passed on like a relay baton, and its clock turns red.
The incoming shift lead approves the callback. At 16:00 the customer's phone rings: "The agent you spoke to this morning asked me to call you back, as promised."
On the same screen, a callback to a dialysis patient that has been passed over for four shifts is claimed with one tap.
By morning it is closed, and the customer has replied with thanks.
What it does
- Take, reassign or close an item
- Sign off a logbook entry
- Escalate untaken items
- Voice callback for an orphaned promise
- Voice note of the logbook page
- Drill to evidence
What you see
Relay baton with chain-of-custody timestamps and hot-potato heat, plus a dated control-room logbook with red carry-forward ink
What it moves
The share of promises kept (callbacks made by the promised time with no repeat contact), and the number of items dropped at each shift handover.
Built for
- Contact-centre operations
- Frontline staff
- Operations
