Major Enhancement
The ABS Phone Call Log goes beyond the Account Activity Log to provide dedicated call tracking that integrates seamlessly with your existing workflow. Document every client conversation without interrupting what you're doing.
We're excited to announce the release of ABS Phone Call Log – a powerful new feature designed to help Agency Managers and Customer Service Representatives (CSRs) maintain comprehensive records of all phone conversations, whether incoming or outgoing.
Documentation Available
More detailed documentation can be found in the latest ABS Agency Builder User Manual.
What's New?
The ABS Phone Call Log introduces a dedicated interface for recording call summaries and essential details without interrupting your workflow. It presents all client history, making customer support easier and faster than ever before.
Key Features
Effortless Call Logging
Quickly save summaries of phone conversations including:
- Contact name and phone number
- Call date, time, and duration
- CSR handling the call
- Call direction (incoming/outgoing)
Integrated Client Information
For existing policyholders, the Phone Call Log provides powerful integration features:
Smart Search
Begin typing a last name or phone number. The system instantly displays matching client information from your Account and Members data.
Complete Client Context
A reference grid displays comprehensive history for the calling account:
- All previously logged phone conversations
- All activity log entries
- Pending tasks
This gives you instant context for every client interaction.
Account Activity Log Integration
When you log a call with an existing client, the system automatically creates two entries:
- A dedicated call log record
- An entry in the client's Account Activity Log
This dual-tracking ensures complete documentation without duplicate data entry.
Seamless Follow-Up Scheduling
Directly schedule follow-up activities with assigned CSRs, ensuring no task falls through the cracks.
Streamlined Outside Contact Logging
For calls with non-clients, a simplified workflow allows you to quickly log essential details like contact name, phone number, and call summary. Client-specific fields are automatically disabled since they're not necessary. This creates a Call Log entry only.
Non-Modal Design
The Call Log opens as a separate window, allowing you to continue working on other tasks within ABS Agency Builder without interruption. Multitask while maintaining accurate call records.
Call Duration Timer
The system automatically tracks call duration from the moment you open the log. Use the "Stop Timer" option for accurate recording of actual talk time.
Accessing the ABS Phone Call Log
There are two convenient ways to open the Phone Call Log:
- Click the new Call Log button in the Tool Bar Ribbon
- Use the keyboard shortcut: Ctrl + Shift + P
Phone Call Reports
Simple reports are available under the Reports menu. Like many other reports, they can be filtered and sorted to suit your needs, including:
- Calls by date range
- Calls by CSR
- Calls by client
- Call duration analysis
- Incoming vs. outgoing call metrics
Benefits for Your Agency
Enhanced Client Service
Complete call history provides instant context for every client interaction.
Improved Accountability
Track which CSRs handled specific calls and follow-up actions taken.
Better Documentation
Comprehensive records support compliance and service quality standards.
Workflow Efficiency
Non-modal design means no interruption to your current work.
Empowering Your Team
This new feature empowers you and your team to capture crucial communication details efficiently, enhancing client service and internal collaboration. The Phone Call Log represents our commitment to providing tools that make your daily work easier and more effective.
Getting Started
The ABS Phone Call Log is available in the latest version of ABS Agency Builder. To start using this feature:
- Ensure you're running the latest software version
- Review the documentation in the User Manual
- Train your CSR team on the new workflow
- Begin logging calls immediately – there's no complex setup required
Need Training on the Phone Call Log?
We provide free training on all ABS features. Contact us to schedule a session that works for your team.