Say It Once
Counts every time a customer repeats their story after a handover, then ends it.
The job
Measures every time customers must repeat themselves after being passed from bot to human, human to human, or chat to call. Works out what each repeat costs and removes them.
The moment
A counter on the contact-centre wall goes up each time a customer has to repeat their story after being passed on, showing the latest real quote.
The newest reads "as I already told your bot". A side-by-side replay shows the bot had the customer's account number all along.
In the week after the fix, the counter for card disputes visibly slows and handling time drops by 40 seconds.
What it does
- Draft a handover template
- Log a fix with a target
- Send the fix to Support
- Open a moment
What you see
Floor-wall counter with a quote ticker and split-screen moment replay
What it moves
Repeats per 1,000 handovers, the extra handling time each repeat adds in seconds and its monthly cost, and the CSAT gap on conversations with a repeat.
Built for
- Contact-centre operations
