Field | Used for |
Communication Source | Displays the notes by who called in the request or initiated the documentation (e.g., customer, real estate agent, member broker, account executive) |
Communication Object | Displays the notes by the name of the customer type or client the documentation is referring to (e.g., customer, real estate agent, affiliate/member broker) |
Correspondence Type | Displays the way the response/correspondence is being communicated |
Communication Type | Displays the notes by the type of notes saved (e.g., Retention Customer Service, Saved, Warranty Canceled, General Coverage Questions, etc.) |
Communication Method | Displays the notes based on how the documentation was initiated (e.g., Phone) |
Comments | All notes are entered and saved here. System-generated notes are also displayed |
Note Template | |
Caller | Callers first and last name (e.g., Tom Smith) |
Reason For Call | Summarize the reason for the call (e.g., Cancel, Billing, Renewal, Coverage Questions, Service Request, etc.) |
Reason Details | Elaborate on the reason for the call (e.g., Home sold w/closing date ___, Received past due letter, Stoppage coverage inquiry, Update payment method, etc.) |
Action Taken | Document actions taken to assist the caller (e.g., Offered to transfer warranty/enroll new home, h/o declined; Received call from <Agent> in claims; Advised of BOW; Auth <Name> came to line (Ok2Rec), etc.) |
Sales Details | Document sale type, cancel, or N/A (e.g., Canceled, Saved, Non-Renewal, added PUP, add'l refrigerator, etc.) |
PYMT Details | Document payments collected, refunds, or N/A (e.g., collected $49.99, $79.99 refund, etc.) |
Sales Scripting Completed | Yes, No, or N/A |
Mask | Yes (if Mask used by Secure Agent to enter CC details), N/A (if Mask is not applicable) |
CC/ACH Scripting Completed | Yes, No, or N/A |
Screen Pop | Yes (IVR identified customer information), No (IVR did not identify the customers information |
The most common Communication Type for 3rd Party Retention is Retention Customer Service. This Communication Type requires a Disposition Code to be entered at the bottom of the Communication History Log screen. Refer to the table below.
Retention Disposition Codes |
When to Use |
BIL-UPDATE: |
|
COVGENERA: |
|
DEDINCR: |
|
FUFIL: |
|
LET
CAL: |
Inquiries generated by:
|
NONREN: |
|
REFREQ: |
|
SUPCNXL: |
|
TRANSINT: |
|
UNAUTH: |
|
Communication Type |
When to use Comm Type & Disposition Codes |
Auto-Renew Accepted |
Select Disposition at the bottom of the page, view examples below:
Enter as a separate note for commission purposes (e.g., one note for renewal, one note when auto-renew is accepted) |
Billing/Account Update |
|
Calls Generated by Letters sent by Client or Cinch |
Inquiries generated by
|
Deductible Increase |
Call is generated by a deductible increase |
Fulfillment Request |
Fulfillment/welcome kit requests or inquiries |
General Coverage Questions |
Questions about coverage (e.g., products, deductible, etc.) |
HMS Direct Enrollment |
A successful sales attempt led to an enrollment |
HMS Real Estate Enrollment |
A Real Estate Agent or Representative calls to enroll a client or convert a SHW |
Optional/Additional Item Sold |
Homeowner agrees to add optional or additional coverage during a renewal or enrollment
|
POE
Request: |
Customer calls to request proof of enrollment |
Payment Plan Change |
Payment plan change (e.g., bill me to monthly payment) |
Refund Request |
Customer is requesting or following up on a refund request |
Renewal Call |
A successful sales attempt led to a renewal Select Disposition at the bottom of the page, view the examples below:
|
Renewal Solicitation |
Homeowner declines renewal effort Select a Disposition at the bottom that reflects why the customer declined (e.g., CU: Customer undecided) |
Transfer Call Internally |
Cold/warm transfer to an internal department or associate |
Warranty Canceled |
Homeowner calls to cancel their warranty prior to their expiration date |
Warranty Reinstated |
Reinstating a warranty |