Moving forward, we will no longer need the Microsoft Form to capture customer information. Depending on the call type and outcome of the call, different info may need to be captured. Below is a screenshot of the Interaction section of a customer’s profile.
Note - The “Comments” section is the notes section. This is how to notate what happened on each call.
All Calls
Capture the following on all calls:
Customer first and last name
Callback number
Comments
Disposition
Some calls you may not have the option to capture the name and number (ie if it’s an immediate disconnect) in which case you should still add a comment and disposition.
Mailer Requests
Capture the following for any caller wanting a kit, guide, or to be removed from the mailer list:
Customer first and last name
Callback number
Street Address
City
State
Zip code
Comments
Disposition
In Person Appointments
Capture the following for any caller adamant about receiving an in-person appointment:
Customer first and last name
Callback number
Street Address
City
State
Zip code
Email Address
Comments
Disposition
It is very important to enter a comment on every call moving forward. This makes it much easier to understand what happened without having to listen to each call as the disposition alone usually does not tell the full story.