Phone contact info template 5.20.06

Contact advisors will use this template for every phone contact. Name:

  • Phone:
  • Location:
  • Email:
  • Time Zone:
  • Call Received:
  • Question:
  • Day 1
  • Attempt #1:
  • Attempt #2:
  • Day 2
  • Attempt #1
  • Attempt #2
  • Day 3 [don't forget to leave final message]

The purpose of the template was to standardize everyone’s responses to it is easy to quickly scan and find the info you need, instead of having to read through each line carefully.

Put your results after the attempted contact in the following format:

  • result (LM-left message, busy, NA-no answer), time (always in Mountain time and indicate MT), date, advisor name. Example:

For an uncompleted call: LM, 1:52 MT, 8/6/06, Rhonda

For a completed call:

  • call complete, customer info verified, 1:52 MT, 8/6/06, Rhonda;
  • if the customer information is updated indicate that here; [if there are updates, reassign the ticket to Rhonda with a priority of urgent]
  • then describe the main customer questions and your suggested resolution.