Switchback Bracket
Save plays fight it out day by day; the cheapest winner becomes everyone's script.
The job
Find which save play, apology, script or message actually works, and at what cost per saved customer, without customer-level randomisation, by alternating plays on switchback days and crowning a verified champion.
The moment
In the final, apology plus callback beats apology plus $20 credit on 9 of 12 switchback days, at $6 per save against $31. The trophy animates, the champion script goes out to every agent, and the CFO asks why the credit has been the default for three years.
What it does
- Enter a play
- Start a match
- Declare winner or draw
- Promote the champion
- Open A-day or B-day verbatims
What you see
A tournament bracket with priced match cards, a switchback calendar strip and a hall of Effect and Value Champions
What it moves
Saves per 100 cancellation contacts and dollar cost per saved customer for the default play
Built for
- Finance
- Contact-centre operations
