STANDARD FORMAT
PHONE# (number that appeared on the dialer) | # of calls received from the customer | REASON OF CALL , INITIAL RESOLUTION, FINAL RESOLUTION, OTHER NOTES, ACCOUNT STATUS. CSR initials + date
Example:
16357891260 | 2nd IB | Customer called in to cancel the subscription. Agent explained the benefits. The customer understood but still wants to cancel. Agent offered saving tools. The customer declined. Agent closed the account. PEGCS0824