Where do your customers have to start over?

Tell us which channels you offer and how contacts move between them. See the five points where the journey breaks, what those breaks cost each year, and which to fix first.

Voice
Chat & messaging
SMS
App & portal
5 minutes

Map my journey How MALA helps

Step 1 · Your channels

Map how customers reach you

Start from the example closest to you, then change anything. Every number updates the map as you go.

Health system Credit union Retailer

Example

Channels you offer

Tick each channel you offer and enter its share of assisted contacts. Then say whether the agent sees what the customer already did or said in that channel.

Volume & cost

Assisted contacts per month Calls, chats, texts and emails that reach a person.

/mo

Cost per assisted contact Loaded agent cost divided by contacts. Most centers land between $4 and $9.

Where journeys break

Contacts that started in a digital channel first Customers who tried the app, portal, bot or chat, then had to call or message a person anyway.

Transfer rate Contacts passed to another agent, team or queue.

Repeat contacts within 7 days Same customer, same issue, back again within a week.

How the numbers are calculated

1 · Choose a channel Score from how many of the 7 channels you offer (5 or more scores full) and the share of contacts handled outside voice

2 · Try self-service Cost = (switch rate − 15%) × contacts × 75% of cost per contact × 12

3 · Reach the right person Cost = (transfer rate − 8%) × contacts × 60% of cost per contact × 12

4 · Agent picks up context Re-explaining and re-verifying adds about 45 seconds on a 6-minute contact. Cost = contacts × channel share × (12% of cost per contact if nothing carries over, 6% if some does) × 12

5 · Resolve the first time Cost = (repeat rate − 10%) × contacts × cost per contact × 12

Start-overs Excess digital switches + excess transfers + excess repeats, per month

Journey score Average of the five stage scores (0–100)

Step 2 · Your full report

Turn the map into a 90-day plan

Unlock the fix for every channel, a 90-day sequence that removes the costliest breaks first, and the platform categories that close each one.

Channel-by-channel fixes

What to change in each channel you offer.

90-day sequence

Which breaks to close in each 30-day block.

Matched solution types

Provider categories from MALA's 430+ that close each break.