Final Whistle Report
Every peak night gets a match report by morning, and a clean-up list.
The job
Replaces the post-event deck with a match report the next morning, costed against a normal night on the same weekday. It ends with a list of every customer the night hurt, and checks at the next peak that the fixes held.
The moment
After each peak night, such as payday, leaders get a match report by morning, styled like a football report. At the 10:00 huddle it shows a red card: 184 customers charged an instalment twice between 00:40 and 01:10.
The times come straight from the customers' own tickets.
Payments operations and finance both approve, and the batch of reversals is released.
Next month's report opens with last month's red cards: 184 customers refunded, and 181 have confirmed it.
What it does
- Log a fixture
- Assign post-match action
- Release reversal batch
- Send apology
- Send the match image
- Open VAR verbatims
What you see
Football match report (scoreline, possession, cards, VAR, manager's notes) with a clean-up list; travels as a WhatsApp image and a PDF
What it moves
Customers put right within 24 hours of payday (by number and dollars), red cards per payday compared month to month, and repeat contacts from the customers affected.
Built for
- CX leaders & VoC
- Operations
- Contact-centre operations
