Switchback Bracket
Save plays fight it out day by day; the cheapest winner becomes everyone's script.
The job
Finds which save offer, apology, script or message actually keeps customers, and what each saved customer costs, without randomising individual customers. Approaches take turns on alternating days until a verified winner is crowned.
The moment
Different ways to keep a cancelling customer compete in a knockout tournament. Instead of testing on individual customers, the approaches take turns on alternating days.
In the final, an apology plus a callback beats an apology plus a $20 credit on 9 of 12 days.
The winner costs $6 per saved customer, compared with $31. Its script goes out to every agent.
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
Customers saved per 100 cancellation contacts, and the dollar cost per saved customer for the default approach.
Built for
- Finance
- Contact-centre operations
