Ciboodle Avoid Propensity
Ciboodle is the tool that the Sears call center agents use when receiving calls. When a customer had purchased a Protection Agreement and calls in with a broken appliance, it is in the business's best interest to vet the symptoms and make sure it is not a simple fix like flipping a switch, or waiting 48 hrs after the customer had adjusted the refrigerator setting. It saves the business money when they could catch these cases without rolling out a truck.
The tool used to help call center agents determine whether a call is avoidable or not is called Advanced Diagnostics. It is built using decades of repair data Sears has collected - and it uses triage questions to determine which is the broken part in an appliance.
The goal: Help call center agents increase Avoids.
The solution: An Avoid Propensity tool pops up within Ciboodle when the model# and symptom combination yielded high avoid probability. It guides the agents with a list of triage questions to help them narrow down the cases.