In the following guide we will review how to add calls / call notes to cases.
Note: Keep in mind any fields that have been input in “this how to guide“ is for demonstration purposes only, field input may change depending on account/case.
How to add calls and corresponding notes to what occurred during a call.
1: How to add calls and corresponding notes:
before calling we first need to review if the case that is shown in “Case” box is the one we intend to call.
By clicking the call feature, we are introduced with:
Case Details and a list of previous calls made there are also Call Handling Checklists.
2 : Call / Greeting:
Scrolling down we can input if the call was an inbound or an outbound call.
As well as a recommended checklist to follow before the call and Data Protection & GDPR.
3: Identity verification and requesting payments:
Scrolling down you can find a checklist for identity verification and a step-by-step guide for payment requests.
4: Collecting payments during a call / Handling complaints.
When taking a payment be sure to follow the simple guide seen in payment collection section.
If any complaints are mentioned during a call, you also have a checklist to guide you through the process of noting the complaint and handling the case appropriately.
5: Other Inquiries and Call Closure:
Before finalizing the call, other inquiries might occur it is best to add them in the other inquiries box
when finalizing call be sure to follow the checklist bellow “call closure“.
By clicking submit the call notes and other field input will be added to the case.
Nature of enquiry : Can be for e.g. “Discuss options”, “Make Payment”, “Third Party Contact”
Action Taken: Can be for e.g. “Taken Payment”, “Discussed Account”, “Case Closed”
Outcomes: Can be for e.g. “Arrangement Set”, “Case on hold”, “Paid in full”
(Note : these are just some examples of the options available)
Ready to take the next step? Compare our pricing plans, explore the platform, or contact us to learn more.