Call Management Tool: Creating and Using a Phone Log

If you work at a busy office, you know how the phones seem to ring off the hook. If it's part of your job to field those incoming calls, it's likely you feel overwhelmed and pressed for time when jotting down messages and getting them to the right people. It's not uncommon to have two or more people on the phone at one time so how can you make sure you're gathering all the necessary information and taking an accurate message? There's no magic button to push on your receiver, but I do have a handy tool to help you.

What's a Phone Log?

A phone log is essentially a document or spreadsheet you maintain that accounts for every call that comes into your office. This helps you to keep track of important messages, allows you to make sure you're getting all the necessary information and that the call is followed up with. And, in some cases, your boss will want a copy of this log to help him/her to maintain a high level of service with their clients. It's a great organizational tool for call management.

Why Would I Want One More Thing On My Desktop?

How many times have you been in a flurry of calls with the person on the other jabbering away with their message while you're still scrambling around for a piece of paper? When you finally catch a breather from phone calls, you look at your notepad and realize that you've forgotten to write down whom one of the messages was for. Now you've got to spend the rest of the day asking the executives in the office if anyone knows a Bob from Dell. If you eventually find the person who was expecting Bob's call, imagine your embarrassment when you explain that you forgot who the message was intended for. It happens to the best of us, but the phone log can eliminate any embarrassing phone message moments.

How Do I Create this Phone Log?

Really, it's simple. You can grab our template, or you can create your own. Start in an Excel spreadsheet. Use the left hand column for the caller's important information. It should look something like this:

• Date
• Time
• Caller Name
• Company Name
• Phone Number

Next, make the column to the right of that a space for the message recipient's name. You can simply use initials or write out their full name; whatever is easiest. Or, you can create tabs at the bottom of the page for each executive you manage calls for. This way, as soon as you know who the person is trying to reach, you can dive right in to the meat and potatoes of the call.

Then, use the next column to the right for the message or reason for the call. Be sure to make this area big enough to type plenty of information into it.

And lastly, the farthest column to the right should be some sort of system to determine if the call has been returned, followed up with, or if any further action is needed.

A phone log is really a very basic way of creating efficiency in your call management. It's a great way to keep everything neat and organized and to ensure each call is handled well. If you haven't created one already, do so or grab ours. You'll feel much more confident in handling an overwhelming amount of calls and you'll be able to keep the constant flow of communication efficiently moving to the appropriate people.