System note abbreviation help needed?!

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We have implemented a new CRM system and our agents historically make very long notes with no abbreviations, I was wondering if anyone has a glossary/list of commonly used abbreviations, e.g. CC Customer Called etc.

I’d be really grateful for any assistance!


Manager

NPower


Good morning,

I just wanted to share my opinion on abbreviations within CRM systems. I do not advocate the use of them as often, they confuse the message that is recorded. And, text speak often creeps in. I prefer to communicate to the team that clear, concise notes are required, no essays necessary! :-)

Still, small abbreviations are used which I can forgive as long a the information is there.

The potential impact on AHT is mitigated by the quality of the data.

Of course, these are just my thoughts. Hope this helps.


Customer Services Manager

MoTell


At the last place I worked we used a set of defined company standardised abbreviations and ensured that notes were simply reduced to the outcome rather than "I said" "he said" affair, of course including any important information gained for future reference.

We worked with about 100 standard abbreviations and text talk was not an accepted form of communication. Obviously the type of calls you are handling will determine the abbreviations you will use but here are some that I can recall:

LMTCB - Left message to call back

TPF or TPM - Third party female or male

UTLM - Unable to leave message

SPS - spouse

RCVD - received

TOM - tomorrow

NUM - number (this was important so that we could distinguish between the use of the word number and the word no)

MOB - mobile

TEL - telephone

INF - informed

VM - voicemail

ADV - advised

ANS - answer

CB - call back

Our notes sections per call were limited to a certain number of characters to keep notes short, there was an option to enter an additional set of notes if it was a particularly detailed call.

We also used to type in CAPS as this is much easier on the eye when trying to read the notes quickly when the called is already on the line.

If I can remember any more I'll let you know.

Hope this helps.


Editor

Call Centre Helper

A long list of Call Centre Abbreviations
There are over 500 abbreviations on this link

https://www.callcentrehelper.com/call-centre-abbreviations-94319.htm

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