Weekly Weigh-In
Contacts per 1,000 on the scale each Monday; every avoidable kilo has an owner.
The job
Cuts avoidable contacts per 1,000 subscribers by giving every avoidable reason an owner outside customer care, a public pledge and a date, and by showing which reasons an AI agent could handle and at what price.
The moment
Every Monday, contacts per 1,000 subscribers go on a scale, like a weigh-in. This week it drops from 412 to 371 after the billing team sends an SMS explaining the first bill.
The billing product manager, not the care team, earns the four-week sticker on the pledge wall.
Meanwhile, the card of the person who owns eSIM issues cracks on screen as that reason for contact creeps back.
The CFO asks what removing the other 41 avoidable contacts per 1,000 would save. The answer is on the wall: $1.2 million a year, an estimated $780,000 of which the AI agent could handle.
What it does
- Record a pledge
- Mark fix shipped / award sticker / crack
- Notify reason owners
- Send the weekly scale to the council
- Create an AI-agent proposal for a reason
What you see
Monday weigh-in: a headline scale plus a Pledge Wall of owner cards that earn stickers or visibly crack
What it moves
Avoidable contacts per 1,000 subscribers each week, and the cost of avoidable contacts removed in dollars, plus how much of that the AI agent could handle.
Built for
- Contact-centre operations
- Product & digital
- Finance
