Fix on the call

Empower service agents to do what it takes to fix an issue on the call up to an agreed financial limit

20000

4 weeks

When You Need This

Customer service team are struggling with issues which require extensive investigation for relatively small financial impact

Service agents (or supervisors) are allowed to write off issues up to a specific amount (e.g., EUR 100) on the call

Agents must record customer and reason for each write off

Write off list is reviewed daily to identify and prioritize emerging service issues