Proper Call Notes

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Phone: 1-888-710-4782

Fax: 888-812-2284

718-210-3241

Writing Proper Call Notes

An agents’ inability to identify important specifics about a call, will cause them to document as much information as possible in the call notes. Resulting in Lengthy Call Notes that are:

Inefficient/time consuming (the reader may take some time to understand the action required\ action taken\what happened on the call)
Unclear: Information is not presented in a clear manner that is easily understandable
Inaccurate: What is entered is incorrect

To easily summarize a customer interaction in a call note it is useful to document the following: 4Ws

Who Called?

When They Called?

Why They Called?

What you did for them?

Accurate reflection of the call- A Good Call Note should capture:

Name of the 3rd party caller (if applicable) – if the name of the caller is different from that on the account it is important to document the caller’s name.
If an address change took place the previous address must be noted
Specific changes noted (. e.g. Any discounts, agreements, extensions made)
Correct call category is selected

Sample call note:

This customer received a replacement check previously, but it was not signed. This call note does not capture this information. It gives the impression that this is the first replacement request and may have caused further delays.

Things To Consider

Customers and or regulatory bodies e.g. The PSC, PUCO etc. may request copies of any information we hold on a customer’s account. This includes but is not limited to, account documentation on customers interaction.

Agents should never write anything about a customer that they wouldn't want them reading.

While capturing these interactions, it is important to document each customer interaction in the appropriate Call Category and call type.

Each customer enquiry should be captured using a category and type that best describes the callers reason for calling.

NB. Orion will allow each user to select a call type and will automatically set the category after selection.

Common Call types for Customer Service Representatives.

General Inquiry
Billing Inquiry
Refer a friend
Billing Dispute
12 month reward inquiry
Ecogold inquiry
Inbound retain
Account information update
Budget billing
Customer Adjustment request

Correspondence request
Customer Service Complaint
Ecogold Complaint
Ecogold Purchase inquiry
Ecogold registration inquiry
Enrollment ( Ret new enrollment..)
Lost Customer
Referral program ( referee reward)
Retention follow up
Sales complaint
Supervisor Escalation
Winback sale

NEW! Feedback and Sales Complaints

QA Feedback & Sales Complaints

As a reminder, there will be an increase in door-to-door and tele sales activities over the next coming days. Please reference the External Sales Type Article in The HUB to help to identify different sales types and Vendors.

With increased sales activity there will be an increase in the number of enquires regarding new enrollments. Once documented correctly these inquires can be used to improve the overall sales experience by identifying training opportunities where applicable. In addition to documenting these accounts it will be the jib of the customer service department to answer any additional questions that the customer may have and retain the account in the event that the customer has some remorse and is thinking of cancelling.

Correct Call Type to use to document sales interactions.

QA Feedback – Used to document misinformation as an example the reward or product offer was not explained correctly. This note could also be used to record positive feedback, if the customer has a lot of compliments for the rep this feedback should also be noted.

Sales Complaint – Used to document interactions that go against company policies eg the sales rep refused to leave the premises during the TPV process. The sales rep offered savings or promised rewards or promotions that are not offered by KE/SPG. Sales complaint note should also be added if the sales rep was rude, misleading or misrepresented themselves as utility or other third party provider.

These call notes should be left open and assigned to the Quality Assurance Department.

See the examples below of how we should assign the call notes and an example on how to write the notes

QA Feedback Note

Sales Complaint Note

Keep in mind that these notes are very important for our sales support team, to do the proper escalation of incidents with customers during enrollment and make sure all of our sales are valid. Remember to always leave these notes OPEN