Clawback Detective
Trace every cancelled sale back to the sentence, or to the client.
The job
Links each cooling-off cancellation or mis-selling complaint to what was said on the sales call, so commission clawbacks are settled fairly. Separates sales conduct from client-side causes, contests the client's share with evidence, fixes the script, and remedies misled customers with approval.
The moment
The client's sheet claws back $380,000 of sales commission. On a detective's corkboard, string links every cancelled sale back to its cause.
61% trace to a nine-day activation delay on the client's side. 22% trace to one sentence used on three sales scripts: "the first month is free".
In a line-up of suspect sentences, the client's channel manager picks out that very sentence.
The clawback is cut to the 22% share, and the sentence is retired that afternoon. Next month, cancellations in the cooling-off period on those scripts halve.
What it does
- Override an attribution
- Contest the client-caused share
- Retire a sentence and coach
- Remedy misled customers
- Send the mis-selling register
What you see
Detective's corkboard with red string, a three-suspect sentence line-up and a regulator-grade register.
What it moves
Dollars clawed back each month and the share successfully contested, and the rate of cancellations in the cooling-off period for each script.
Built for
- Operations
- Compliance, complaints & legal
- Account management & sales
- CX leaders & VoC
