Have a Question?
< All Topics
Print

Note Writing

NOTE WRITING IN COLLECTION CALLS

Why do we write notes?

1.Improves active listening– The 4th Fundamental of collection is Support and here you need memory skills based on the whole conversation that you have had with the customer. If you NOTE down what the customer has been saying you will be in a better position to assist that customer putting in mind we are tenacious problem solvers.

2.Making work easier– A Team strength is as strong as its members. The moment you write down notes on the files that you come across, it becomes easier for the next Agent to handle that customer because you will just be asking open ended question that most customers are comfortable with.

3.Reminder of QA Metrics- How many Team members have been called by QA and said they forgot about a certain metric in their call? If you memorize that the notes section should always have RFD, Source of income, amount and when to expect the payment it means in all your calls you will have already asked RFD, probed on source of income and recapped the whole conversation you’ve had with your customer.

4.Easy follow up– Imagine you are making a follow up on the customer and you can’t remember what you had agreed with the customer, or asking the customer the same thing you asked in the morning and he/she actually answered you in the morning, this makes the customers feel agitated/uneasy. If you have the notes it will direct, you on what’s relevant and how to get that payment. As humans we don’t like saying things repeatedly.

5.Accountability– The moment we start paraphrasing what the customer has been saying in the past, it makes the customer know we keep records on every conversation we have with them and we are working on a plan not just calling them as they usually say. This makes it easier for a Team member to hold the customer accountable of previous broken PTP /commitment.

Good notes entails what?

Good notes entails :
1.Reason for default- what made this customer not to pay both short term and long term RFD
2.Source of income- The source of the money we are expecting either from the main source or an alternative source.
3.Amount to be paid, time and Date- It will assist you when making follow up and holding the customer accountable

NB; Properly documenting information is vital.

Snippets below illustrate some of well documented notes.

Table of Contents