Collect only the information needed to determine the next permitted action. A routine service booking should not require the same interview as a commercial installation enquiry.
Our recommended minimum record is:
| Field | What the office needs to establish |
|---|---|
| Caller and callback details | A confirmed way to contact the right person |
| Service address and postcode | The actual work location, not just the billing address |
| Existing customer or job reference | Whether this belongs to an open job |
| Requested service | A category the business has approved |
| Caller’s relationship to the property | Whether further landlord, agent or customer authorisation is needed |
| Relevant access constraints | What affects attendance, without collecting unnecessary personal detail |
| Outcome | Message, booking request, confirmed appointment or escalation |
Read back consequential details, especially the callback number, address and appointment window. Record uncertainty explicitly rather than silently choosing the most plausible interpretation.
For commercial work, add the site contact and any purchase-order or contract-reference requirement your office normally applies. For complex installations, capture a survey request rather than promising an installation price or date.
Ask the agency to demonstrate the resulting record in your job system. A convincing conversation is not enough if staff must reconstruct the enquiry afterwards.