Post-call promise tracker for supporter services teams
Problem
A contact centre agent ends a call having promised something: an emailed seating plan, a callback once the box office confirms availability, a follow-up once a refund is approved. That promise is recorded, if at all, as a free-text line in the CRM case history, a system built for logging what happened rather than chasing what still has to happen. Nobody is prompted to check it again unless the supporter rings back to ask why nothing arrived. By then the promise has usually been forgotten under the day's queue, and the second call often turns into a complaint about being ignored rather than the smaller original issue. The team has no view of how many promises are open, overdue, or which agent is carrying them.
Product idea
A task layer that sits underneath the call. At hang-up, the agent picks a promised action from a short fixed list (call back, send a document, check with a named department, confirm a booking change) and a due time, rather than writing a paragraph nobody will reread. That creates one entry in a shared queue with a named owner. If the due time passes untouched, it escalates automatically to the supporter services manager and reappears at the top of the agent's own list. Marking it done closes the loop and can send the supporter a short confirmation. It does not manage the wider case or replace call notes in the CRM; it tracks only the discrete thing that was promised, until someone can show it was done.
Who it is for
Contact centre agents who make the promise, the supporter services manager who sponsors it and picks up what goes overdue, and membership services leads who inherit the callbacks that fall through today.
Possible first version
A shared web queue where an agent creates an entry with action type, supporter reference and due time straight after a call, a list view filtered by owner and status, one escalation rule that reassigns an overdue entry to the manager, and a manual mark-complete step. There is no call transcription or automatic promise detection in version one: the agent enters it by hand. There is no integration with the CRM or telephony platform; completed entries are logged back manually as a CRM note if the team wants that history kept.
- Build classification
- Workflow application
- Rough effort
- 4-6 week first release
- Roles involved
- Contact centre agent, Supporter services manager, Membership services lead
- Relevant to
- Professional club, Women's league, Federation / governing body, Venue & stadium operator
- Systems in play
- Telephony and contact centre platforms, CRM and case management, Email and shared inboxes
- Product framing
- Automate a workflow
Questions we get asked
What do we need in place before this could actually start?
A short fixed list of the promised-action types your team actually makes (call back, send a document, escalate to a named department, confirm a change) and an agreed rule for who picks up an overdue one. No historical data import is needed, because the tool only tracks promises created from the point it goes live, not anything made before it.
Our agents already write a note in the CRM after every call. Why isn't that enough?
A note is a record, not a task. Nobody is prompted to reopen it, no deadline is attached to it, and nothing surfaces if it goes stale. This turns that same information into an owned entry with a due time and an escalation path, so an ignored promise gets noticed by someone other than the supporter chasing it a second time.
Does this replace our CRM or telephony platform?
No. The CRM keeps owning the full case history and the telephony platform keeps handling the call itself. This sits alongside both and owns only the narrow slice of discrete promises made during a call. A completed entry can be logged back into the CRM as a note if the team wants that history kept in one place, but the CRM stays the system of record.
What happens if an agent just forgets to log the promise?
Nothing, and that is the honest limit of version one. It cannot detect an unlogged promise mid-call without transcription, which is out of scope here. The only real mitigation is making the logging step fast enough at hang-up that skipping it takes more effort than doing it, which is a design goal for the first release rather than something solved by the tool alone.
Is this your workflow?
Tell us one sports workflow that still runs on paper, spreadsheets, WhatsApp or an outdated system. We will map it and show you what a simpler product looks like.
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