Switch Boarding Pass
Measure the programme-switch penalty, then shrink it with a boarding pass.
The job
Measures the drop in quality when an agent moves between client programmes mid-shift, and shrinks it with a short briefing the agent actually reads.
The moment
Agents often switch between client programmes mid-shift, and each switch is shown as a departure on an airport-style board.
The workforce management lead shows the cost of switching for the first time: nine quality points lost in the first 20 minutes after changing clients, worth about 300 repeat contacts a month.
Agents start getting a short briefing, like a boarding pass, before each switch.
Three weeks later the board is mostly on time and the dip has halved.
What it does
- Send a boarding pass
- Log the send
- Keep or retire a pass line
- Open a route's calls
What you see
Airport departures board of programme switches plus boarding passes sent to agents' phones
What it moves
The quality points lost with each switch, and the repeat contacts that causes, for each pair of programmes.
Built for
- Contact-centre operations
- Frontline staff
- Operations
