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Recording phone call responses
Recording phone call responses

How to record responses from phone calls

Updated over a year ago

When you make a phone call, there are a number of possible responses you might get from a customer.

The Phone call tab provides a number of pre-written responses you can click in order to save time when recording the outcome of a call. They are also used for reporting back to the rest of the business regarding call outcomes and the effectiveness of your Accounts Receivable team.

How to use phone call responses

  1. Click the response that best suits the outcome of your call,

  2. Append additional notes if needed, then

  3. Click Submit to save the response, or click "Submit & Next step" to save the response and move to the next step in the workflow.

  4. The response is recorded in the activity feed for the customer and also in the call report for that day.

When to use the Submit button

Use the Submit button when you want to save a response WITHOUT moving to the next step in the workflow. You can save as many responses as you like, for example:

  • Spoke to Debtor

  • Payment Expected

When to use the Snooze button

Common uses of the snooze button include:

  • Spoke to reception, call back on specific date e.g. when the appropriate person is in the office.

  • Left message, call back in 5 days.

  • No answer, call back tomorrow.

When you snooze a call, it will disappear from your Call Queue until the snooze period has completed, then it will appear in the "Ready to Call" tab.

When to use each phone call response type

No answer

  • The phone rang and there was no answer

  • The phone number was disconnected or invalid

  • NB: The "No answer" response is NOT displayed in the Call Report

Reception

  • You spoke to their office reception but got no further

Left Message

  • You left a message on their voicemail

  • NB: The "Left message" response is NOT displayed in the Call Report

Spoke to debtor

  • You spoke to the person who owes the money

  • You spoke to the person who can pay the invoice

Payment expected

  • You obtained a date when you expect to receive a full or partial payment

  • Read more about how expected payment dates work in CreditorWatch Collect

Payment plan

  • The customer has agreed to settle the outstanding amount over multiple instalments. Remember to take details of the amount and timing of payments.

Processed payment

  • You took credit card details over the phone and processed the payment

Progressed

  • You made progress towards getting payment

  • Use this option if none of the other responses suit

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