Voicemail Management

Overview

The Voicemail Management workflow ensures every customer message is captured, prioritized, assigned, and documented in Momentum AMS for clear accountability and timely follow-up.

Capture Voicemail Messages

Purpose: Implement a reliable voicemail system so every message is logged and followed up on.

Process:

• Set Up Voicemail System: Route calls into a shared inbox (VoIP, RingCentral, Google Voice). Enable timestamped recordings or voicemail-to-email if available.

• Assign Retrieval Permissions: Limit retrieval to designated team leads or reception, ensuring consistent intake.

• Create a Voicemail Log: Use a shared spreadsheet, CRM form, or directly in Momentum AMS Notes. Include: date/time, caller, topic, and assigned staff. You may also create Tasks or Activity Reminders tied to the voicemail.

• Check on a Schedule: Minimum 3x per day — open, midday, and close. During renewals, increase frequency.

• Document System Setup in AMS: Add a Note like “Voicemail capture system implemented on [Date] – access granted.” Tag: Voicemail – Logged or Call – Missed Message Captured.

Organize Voicemail Messages by Priority

Purpose: Sort messages by urgency and route them efficiently.

Process:

• Review Promptly: Play messages or review transcripts. Identify type (claims, billing, cancellation, general).

• Assign Urgency:

  • High Priority: Claims, cancellations, urgent service.

  • Medium Priority: Billing, documents.

  • Low Priority: General inquiries.

• Match with Staff Expertise: Assign in AMS using Notes + Tasks or tags. Example: Assigned to Jane – Claims follow-up.

• Track Progress: Update voicemail log or AMS task status (Pending, In Progress, Completed).

• Document in AMS: Add a Note like “Voicemail [High Priority] assigned to [Staff] on [Date] – Topic: Billing.” Tag: Voicemail – Priority Assigned or Call – Triage Complete.

Assign Responses to Voicemail Messages

Purpose: Establish clear ownership for each voicemail follow-up.

Process:

• Confirm Priority: Review voicemail log and classification.

• Assign Staff: Match to available team member in AMS → Assigned To field in Task.

• Set Timeframes:

  • High = 2 hrs

  • Medium = End of day

  • Low = 1–2 business days

• Escalate if Needed: Reassign in AMS to senior CSR/manager if issue exceeds staff authority. Add escalation note.

• Document in AMS: Example: “Voicemail from [Customer] assigned to [Staff] – High Priority – response due by 2 hrs.” Tag: Voicemail – Assigned or Call – Response in Progress.

Document Responses to Voicemail Messages

Purpose: Build a complete audit trail of how each voicemail was handled.

Process:

• Return Call: Retrieve number from voicemail log or AMS contact record.

• Log Response Time: Record exact return time; note if live call or voicemail left.

• Summarize Conversation: Issue resolved? Follow-up required? Customer satisfied?

• Update AMS: Add Note in the insured’s record: “Voicemail returned [Date/Time] – outcome: policy change request completed.” Tag: Voicemail – Responded or Call – Closed.

• Maintain Logs: Update voicemail log/Task status to “Completed.”

Update Customer Contact Information from Voicemail Messages

Purpose: Ensure updated phone numbers, emails, or addresses from voicemails are captured correctly.

Process:

• Listen Carefully: Identify new contact details left in voicemail.

• Verify if Needed: If unclear, call/email customer for confirmation.

• Update in AMS: Go to Insured Record → Details → Edit Contact Fields (phone, email, address, preferred contact).

• Document Change: Add Note: “Updated email from voicemail on [Date] – [Old → New].” Tag: Customer Info – Updated or Voicemail – Contact Info.

• Notify Team: If update impacts billing, renewals, or claims, send internal message or assign Task.

✅ Outcome: With this voicemail management workflow, agencies prevent missed communications, improve responsiveness, and maintain a clear audit trail inside Momentum AMS. Every voicemail becomes a documented customer touchpoint.