Customers → Customer Relations is the retention workspace. It turns customer activity - recharges, expiry, complaints - into a daily call list so staff can reach out before a customer drifts away.
The tabs
- To call - the queue of customers due a call.
- Called today - what has already been worked today.
- Script - the guidance to follow on the call.
- History - the contact history for the customers on the list.
Each row shows the Customer, Plan, Last recharge, Last contact, Happiness, and the assigned Agent.
Logging a call
Log call records the outcome of a conversation:
- Happiness - how satisfied the customer is, on a 1 to 5 scale.
- Outcome and Customer raised a complaint or issue - whether the call surfaced a problem.
- What is the issue? - the problem itself, when there is one.
- Notes / recommended action - what should happen next.
You can also Send message to the customer directly from the list, or Remove from list when a customer no longer needs follow-up.
Reporting
Call Activity reports on the programme: by agent for the month, by day for the month, overall call activity, and a coverage-and-exceptions view of who was and was not reached.