Audit and validation emails that send themselves

Apps Script, ShikhoLive

Every call audit and every disputed sale ends in an email to the right people, with the score, the feedback and what to do next.

Sample work
A dual claim validation report email: two agents scored on 11 questions, with the winner announced

Background art by gautieu123

16

parameters scored on every audited call

Up to 4

agents scored on one claimed sale

0

follow-up emails written by hand

Overview

Two jobs on Shikho's sales floor ended in someone writing an email by hand: telling an agent how their audited call went, and settling who gets the credit when two agents claim the same sale. I built both in Google Apps Script, on the Google Sheets the teams already used, so the result goes out the moment the work is done.

Call audit

  • One place to score. An evaluator scores each call on 16 parameters in one form, with feedback on anything marked down.
  • Straight to the agent. The result is emailed to the agent the moment it is saved, with their team lead, manager and the quality team copied.
  • The same audits feed the reports. Linked sheets turn every audit into the QA dashboard, so nobody rebuilds the numbers by hand.
A call audit email: agent and audit details, 16 scored parameters with errors and feedback, and a 92 out of 100 score
The audit email. Who was audited and by whom, every parameter with its score, what went wrong and how to fix it, and the final score. A compliance miss sets the whole score to 0.

See the QA dashboard these audits feed.

Sales validation

When two or more agents, up to four, claim the same enrollment, the sale goes to the one who earned it. The system runs the whole dispute by email, from the first notice to the result.

  • 1. Notice. Each claiming agent's team lead gets the case with a document upload link and a deadline.
  • 2. Deadline day. Managers get one alert listing every case still due that day, grouped by manager.
  • 3. Scoring. QA scores each claim on 11 questions worth 100 points: lead ownership, follow-up, CRM updates, who secured the payment, and more.
  • 4. Result. Every claimer, their team leads and managers get the scores side by side, QA's feedback, and the winner.
A dual claim notification email listing two agents on one phone number, with submission links and a deadline
The notice. Both claims on one enrollment, each with its team lead, a link to upload proof and the deadline.
An urgent deadline alert listing dual claim cases due today, with a summary by manager
The deadline alert. Everything due today in one email, so no case is forgotten, with a count for each manager.

Decisions and trade-offs

Email, not a new app

Agents, team leads and managers all live in their inbox. An email with everything in it needs no login and no training.

Score every claim the same way

The same 11 questions for every dispute make the result easy to accept, because everyone can see exactly where the points went.

Copy the people who act on it

Team leads and managers are on every email, so coaching and follow-up start without anyone forwarding anything.

Group the deadline alert

One email per day with every due case, instead of one per case, so managers read it instead of filtering it out.

What I learned

The score matters less than the reason behind it. Showing every point, side by side, is what made agents accept a result they didn't like.
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