Repeat contact

Meridian Mobile internal policy · section 5.1 · fictional, written by the team

The third contact about the same unresolved matter must be escalated to a team leader before the call ends. The agent does not need the customer to ask.

Second contacts about a matter that is still outstanding must be flagged on the case so the pattern is visible. Repeat contact is the strongest predictor we have of a complaint reaching the Ombudsman, and the cost of escalating early is far lower than the cost of a referral.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 3.1 Fault tickets 7.1 Ombudsman referral 8.1 Plan changes 4.1 Refund window 3.2 Total loss of service 4.2 Unauthorised add-ons

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.