Skip to main content
Practise the conversation with your manager. Use an approved practice record; do not call or message a real customer during training.

​
Before the call

Read the latest Activity, check the number and communication permissions, then confirm the purpose of the conversation. A live call needs an active line, communications billing and a ready browser phone.

​
Record what matters

Write what the customer wants, what was agreed and what is still missing. Review any CallIntelligence tasks before creating duplicates. A follow-up needs an owner and a date.

​
Ask for the site information

From the customer’s Site Information Form tab, review the address and the available email/SMS send action. The form collects the bill, switchboard photos and cable-run video. During practice, explain the action without sending to a real customer. Read Calls and SMS, Tasks and Site information when you need the controls in detail. Course overview