This document provides an overview and instructions for various tools and concepts related to Money 4 Life's Debt Assistance Program (DAP). It discusses Salesforce, Echosign, and Universal Guardian Acceptance, which are used to store customer data and agreements. It also outlines various concepts like rescissions, ageing accounts, deferments, and the multi-step cancellation process for DAP contracts. The document is intended to educate representatives on how to properly manage customer accounts and process requests within the DAP system.

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Table of Contents
What is DAP?
What are Coaching Contracts/Agreements?
MODULE ONE - INTRODUCTION TO TOOLS
Salesforce
Echosign
Universal Guardian Acceptance
MODULE TWO - VARIOUS CONCEPTS
Rescissions
Ageing
Deferment
Cancellation in Coaching
What is DAP Cancellation?
Why it is in Place?
Coaching Cancellation - The Five Golden Steps
Hardship Process
MODULE THREE - COMMUNICATION
Client
Coach
UGA
BBB
MODULE FOUR - PROJECTS
Coaching Invoices Audit

2. DAP Comprehensive Documentation
What is DAP?
DAP stands for Debt Assistance Program. As the name suggests, Money 4 Life
coaching program is a custom financial program specially designed for customers
who are neck deep in debt by our Certified Budgeting Coaches to give the
customers the tools and accountability that they need to help build an emergency
fund, pay off their debt, develop cash savings and lay the groundwork for their
future. This program helps you:
● Stop living paycheck to paycheck
● Put an end to overspending
● Eliminate debts 3x faster and save more money
● More effectively use application and the debt roll-down terminology
What are Coaching Contracts/Agreements?
Coaching contract/agreement is a written contract electronically signed by the
customer either for 42 months, 24 months or 12 months. It is just like a normal
contract wherein the customer has to accept/agree the terms and conditions
before signing up the contract. It is a binding contract for 42 or 24 or 12 months.
There are two types of contracts:
● Essential
● Premier
The pricing varies according to the different terms of contract. Following is the
pricing legend for Essential contracts:
Term Price
42 months $49.95
24 months $59.95
12 months $69.95
Month-to-Month $79.95
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Following is the pricing legend for Premier contracts:
Term Price
42 months $99.95
24 months 109.95
12 months 119.95
Month-to-Month $129.95
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MODULE ONE - INTRODUCTION TO TOOLS
Salesforce
Salesforce.com Inc. is a global cloud computing company headquartered in San
Francisco, California. Though best known for its Customer Relationship
Management (CRM) product, Salesforce has also expanded into the “social
enterprise arena” through acquisitions. It is currently ranked the most innovative
company in America by Forbes magazine, as well as number 7 in Fortune
magazine’s 100 Best Companies to work for in 2014.
In 2013, we switched to Salesforce, previously we were using InsideSales as our
CRM tool. In order to cope with the industry standards and the lucrative options
available in the market, it was decided that we switch to Salesforce. All the leads
are now created in Salesforce and hence all the data is stored in Salesforce.
Following are the steps in order to search any coaching customer in Salesforce:
1) Login to Salesforce using the login credentials
2) Get the customer name (First or Last) or the CRM id and paste it in the Search
bar at the top
3) Hit Enter
4) The customer’s name will appear in a Hyperlink with all the minute details.
Click on the Hyperlink.
5) The customer’s page is opened up. You can view all the details in that page.
NOTE - DO NOT DELETE ANY INFORMATION AND/OR ANY DETAIL FOR
ANY CUSTOMER FROM SALESFORCE WITHOUT PRIOR APPROVAL FROM
THE DESIGNATED AUTHORITY.
Echosign
EchoSign is a ​Web 2.0 ​electronic signature and ​enterprise content management
system with specific focus on the document management and verification
life-cycle. Its major features centre in document signing, tracking and filing. It
supports signing by email (e signature) or by fax.
EchoSign maintains a global affiliate program. It is available via ​salesforce.com​'s
AppExchange ​
EchoSign has also been integrated by other 3rd party services such
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as Zoho Writer,​​
Box.net, and HR Block Rocketlawyer.
In Money4Life Coaching, we use Echosign to store and sign M4L agreements. All
the agreements pertaining to different months (42, 24, 12 and month-to-month)
are stored in Echosign. It is managed by Adobe. We can do two things in Echosign,
view the agreement and create/process Hardship applications.
All the agreements uploaded in Echosign are in PDF format so it cannot be edited
and all the agreements are password protected. In order to print or download the
agreement, it is mandatory to insert the password. Password is shared with all the
DAP support representatives. Same is applicable in order to fill in the Hardship
applications, all the Hardship application forms are password protected too. In
order to view any agreement, we need to have login credentials for the Echosign
account. Finicity is using Echosign as a dedicated service to upload all the
coaching agreements and sign them electronically and hence the people who are
entitled to view the agreements have login credentials created for them and one
person (Kyle Lloyd) from Finicity has the admin rights.
To View any particular agreement, we need to follow the below steps:
1) Go to ​www.echosign.com
2) Click on Sign in at the top right hand of the page besides Contact Sales.
3) Input the login credentials and hit Sign In button
4) There are 4 options available at the top - Home, Send, Manage, Reports. Click
on Manage option.
5) Paste/type the name of the customer whose agreement you want to
view/download/print.
Universal Guardian Acceptance
UGA stands for Universal Guardian Acceptance. It is our third party billing
company. UGA is a non-traditional finance company with a more broad-minded
approach than is typical of most banks or secondary lenders. Simply put, UGA is
one of the most innovative and progressive finance companies in the market
today. We work to develop creative solutions that meet the needs of your business
and the customers you serve, including consumers with marginal credit.
Essentially, they supply immediate cash for our day-to-day operations and future
expansion by financing to our customers’ transactions. With UGA as a partner,
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our company can leverage its true sales potential, driving incremental revenue and
take advantage of more accessible cash flow. Bottom line – UGA can help our
business realize its true growth potential.
Aside from their finance program, which boasts minimal consumer rejections,
UGA offers a no headache loan management service under their subsidiary UAS
(Universal Account Services). By outsourcing our consumer receivables, UAS frees
us to focus on your core business. UGA also offers a default management solution
through a valued partnership with Omega-RMS (Collection Agency).
UGA is heavily diversified and finances various products and services over a wide
range of industries. Some of the industries that benefit from UGA offerings
include education and vocational training, private club memberships, elective
medical procedures and consumer products and services. With more than 13
years of experience in creating accessible funding solutions, they are confident to
develop a program that works for us and our customers.
There are 2 types of contracts tied up with UGA, Each contract has a unique
account number allotted by UGA:
● Purchased contract
● Serviced contract
Purchased contract - Purchased contract is the contract wherein, UGA purchases
the contract by paying us the entire contract amount and it is responsible to
maintain that contract. Essentially, UGA owns an Purchased contract. They have
all rights over Purchased contract. For example - if a customer signs up a 42
months contract for $49.95, the total valuation of the contract is $2097.90 (42
months multiplied by $49.95). UGA will purchase the contract for $2097.90 and
manage its dealings. In short, they are the owners of this contract. UGA bills the
customer having purchase contract and have all rights reserved to make any
changes whatsoever but the changes hardly happen.
Serviced Contract - Serviced contract is the contract wherein, UGA just provides
services for this type of contract. They do not own this contracts. UGA do not
purchase this contract. They will just bill these type of customers having serviced
contracts. They do not have any rights over serviced contracts. They also term it
as ‘Contract Billing’ which means UGA is only responsible to bill this contract on a
monthly basis but do not own this or do not have any right over this type of
contract.
In order to retrieve the customer’s account on UGA website, we need to follow the
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below steps:
1. Go to ​www.ugacinc.com
2. Click on the Home icon or wait for 5 seconds to be redirected to their new
website
3. Hover over the uPortal at the bottom of the page
4. Click Next
5. Unlike Echosign, there are designated authorities having UGA login. Login
with the user credentials
6. Hit Sign In button
7. The Dashboard will open up
8. Paste the name of the customer or the UGA account no. in the Search field
on the right hand side of the Dashboard
9. The customer's account will open up, Click on the hypertext and you will be
presented with the account details of the customer.
10. NOTE - The results will not be shown if there is any minor mistake in the
spelling or in the UGA account no.
NOTE - All the data and information stored in UGA website for any coaching customer
is CONFIDENTIAL and cannot be shared with anyone. All the information is
case-sensitive and hence cannot be shared with anyone.
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MODULE TWO - VARIOUS CONCEPTS
Rescissions
Recession essentially means cancellation of contract within 3 business days of
signing up for the contract. Rescission occurs when the contract is brand new.
Customers have 3 days to call in and rescind. We have a sales rep who takes any of
those calls and tries to walk them through the reasons to stay with the program. If
they decide to stay, they have a window of one week to rescind added on to their
contract. If after this window they rescind, we treat this as a cancellation and it
will go through normal cancellation procedure.
If they rescind during the extended time frame, then it is still considered a
rescission on the sales floor. All rescission will go through the telephone number
listed on the bottom of all of the new contracts, which goes to the rep over
rescission calls. With the new contracts in place, We no longer accept written
requests to rescind. There is a phone# at the bottom of the contract in order to
rescind the contract. The phone# is 888.858.7289. The customer has to call this
number if they are to rescind their contract. If they don't call, we will not process
their request.
This has been in place since December, so it is very recent. In order to process the
rescission, the customer has to go through the procedure of talking to the
rescission representative and then taking the appropriate course of action. If it is
after hours, they will have an option to leave Voicemail and a representative will
call them back the next day. Their working hours are, Monday to Thursday from
8.00am to 8.00pm MDT and on Friday 10.00am to 7.00pm MDT.
Ageing Account
Ageing of account means postponing the bill date of the customer by a certain
period, viz; 15 days, 1 month, 45 days, 2 months, 90 days and so on. Essentially, a
customer’s account is aged if the customer has certain difficulties in paying the
monthly fees amount. Following are the reasons on high level for ageing the
account:
● Low income
● Medical emergency
● Coaching issues
● Job change and cannot afford
● Raised currency exchange rate in Canada
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Ageing is done only for SERVICED contracts. Since Serviced contracts are owned
by us (M4L), we have the authority to postpone the billing date of the customer by
the said period. Purchased contracts are not eligible to be aged. Since, we do not
own purchased contracts, we are not responsible to age it. UGA is responsible for
these contracts and will deny the postponement/ageing. For example - the
customer has signed up a 42 months contract and the billing date of the customer
is 15th of every month and his bill payment is due on 06/15/2014, then the coach
or the cancellation specialist will age the account (if, the contract is Serviced only)
by 60 days which will make the next due date of the customer as 08/15/2014.
Here, the customer will still pay for 42 months but the term is now increased
because of the 2 months postponement.
Procedure that needs to followed while Ageing the contract -
1. DAP support representative and Jaren will get an email from either coach or
the cancellation specialist to age the customer’s account with a specific
reason
2. Whoever sees the email first needs to send an email to UGA with a specific
format asking them to age the account
3. Notify the coach or the cancellation specialist that the request has been sent
to UGA
Deferment
Deferment is another terminology for Postponement. Ideally, Ageing and
Deferment is one and the same. The only difference is Deferment is providing by
the troubleshooting team while troubleshooting the issues of the customers.
Normally, troubleshooting team does not provide postponement but if there is
any genuine issue and the customer is frustrated, then in that scenario the
troubleshooting members are entitled to provide postponement to the customer.
The period can be same as used for ageing. Also, same procedure like Ageing
needs to be followed if there is an Deferment case. In a nutshell, it is the same
thing with different names.
Cancellation in Coaching
Cancellation in coaching is different from the normal cancellation of the premier
customer. The following table explains the basic difference between coaching
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cancellation and normal cancellation:
Cancellation in Coaching Normal Cancellation/Premier
Cancellation
Cancellation is bounded by a
contract/agreement
Cancellation is not binded by a
contract/agreement
Cancellation fees are involved if the
customer wants to cancel the contract
There are no cancellation fees involved
if the customer decides to cancel the
contract
Cancellation needs to go through a
proper procedure -> speaking with
coach -> scheduling cancellation call
on rescission team’s calendar ->
verifying the reason of cancellation ->
Determining cancellation terms and so
on
Customer needs to contact Customer
Support via LiveChat or Email
support. The support agent needs to
verify the customer and go ahead with
the cancellation. There is no need to
verify a customer having basic
account.
This is a lengthy procedure involving
instalments and paying cancellation
fees.
This is a simple procedure with no
cancellation fees involved
What is DAP Cancellation?
Customers who enrol for Debt Assistance Program receive coaching for the desired
term that is, 42, 24 or 12 months. As it is always said, Life is uncertain. Some customers
do not have money to continue within the program, they face financial issues,
sometimes there is glitch in the application and hence the customer want to cancel their
contract. Ideally, when a customer wants to cancel their Debt Assistance Program
contract, then it is known as DAP Cancellation which includes a whole lot of procedure.
Following are the reasons for DAP cancellations -
● Changed mind
● Financial cost (money)
● Lack of spouse support
● Process failure
● Coaching or product value
● Technical issue
● Program is too difficult
● Equipment failure, computer or internet
● Finished term
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Why it is in place?
In order to formalize and streamline the process of cancellation and have a record
of it, DAP cancellation is in place. The process is explained in detail in the next
bulletin and also the rest of the document. The whole idea why DAP cancellation
is in place is because coaching is the revenue generator and to have record of all
the coaching contracts is mandatory. It also has many links attached to it in order
to get a particular contract cancelled.
Cancellation Process Involved - The FIVE Golden Steps
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In order to complete the cancellation process, above steps need to be followed
rigorously. Whenever, the customer contacts us for cancelling their contract, we
need to make sure if the customer has made their final payment to Universal
(Third Party Billing co.) and or they have met their cancellation terms.
Whenever a customer wants to cancel the contract, he or she will express their
concern to their coach in the coaching session or to UGA on call. Following which,
a case is created by our Retention/Cancellation team and a cancellation call is
scheduled on the cancellation specialists calendar. Once the call is scheduled, the
cancellation specialist calls the customer and verifies the reason provided by the
customer in order to cancel their contract. After validating the reason, the
cancellation specialist work with the customer to decide upon the cancellation
terms or the right course of action. Ideally, the customer has to pay half or
equivalent amount from the number of months left in the contract in order to be
eligible for cancellation. For example - if a customer has signed a 42 months
contract and decides to cancel the contract after completing 12 months of services,
then he is liable to pay a cancellation fee of 15 months which amounts to $749.25
(49.95*15). The remaining months of service was 30 months but the customer is
not willing to take it and hence he has to pay a sum total of the half period that is
left out. Once the cancellation terms are decided, the cancellation specialist and
customer decides upon the type of payment. It is either one time full payment or
the cancellation fees are paid in installments over a period of time.
If one time full payment option is selected by the customer, he pays the full
amount of $749.25 via cash, debit card or credit card. If the customer wants to pay
the cancellation fees in instalments, the cancellation fees is divided in instalments
and the customer is responsible to pay those monthly payments for the said
period. The contract is liable to be canceled once the customer pays the last
instalment. The above procedure needs to be followed in order to complete the
cancellation process.
Hardship Process
Hardship/scholarship is the program introduced to help the needy customers who
are unable to pay the monthly coaching fees due to some valid reasons attached to
it. It is similar like scholarship provided to any student in High School or
University. Since the customer is facing Hardship, the customer is given Hardship
wherein we make the monthly payments for the customer during the Hardship
process. There are two types of Hardships -
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1. Technical Hardship
2. Financial Hardship
The customers having following valid reasons are considered on board for
Hardship Program -
● Drastic Income loss
● Medical Emergency
● Laid off from job
● Behind on bills
● Extension of former scholarship
● Going through a bitter divorce
● Customer on disability
The period of Hardship varies, it can be 1 month, 2 months, 3 months upto 6
months. It cannot go beyond 6 months. The maximum a customer is eligible for
Hardship is only for 6 months.
It was decided to decommission the Hardship program on March 14, 2014 from
August 31, 2014. ​Moving forward, we are no longer accepting new hardship
applications. This includes both financial and technical Hardships.
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MODULE THREE - COMMUNICATION
Client Communication
Communication with client happens when the DAP support representative sends
out an cancellation notification to the customer or any other communication
notice to the customer. Customer gets back in touch with us if he/she has any
query. These requests needs to be handled the way any Customer Support rep
handles email requests from customers. The only difference while communicating
with the coaching customers is that the DAP Support rep has to do a lot of
groundwork/research and then arrive at a conclusion. There is a lot of critical
thinking involved before providing the customer with any solution for his/her
query. The procedure involved is very simple and self explanatory. Below are the
four simple steps involved -
1. Send cancellation notification or any other piece of communication to the
customer
2. Receive any query/doubt that the customer might have
3. Research/critical analysis of the query/doubt using the various tools
involved in DAP like UGA website, Echosign and Salesforce.
4. Reply back to the customer with an appropriate solution
Coach Communication
Communication with coach is in many terms similar to the client communication.
The only difference is we are communicating with the coach and not with the
customer. All the basic things remain the same. Here, the DAP support rep does
not proactively sends out any communication to the coach except for the
cancellation notification of the coach’s customer. The query/doubt pertaining to
the cancellation of the customer needs to be resolved after doing the
groundwork/research and then send out a notification to the coach. All the same
steps/procedure remains the same unlike the client communication. Below are the
four simple steps involved -
1. Send cancellation notification or any other piece of communication to the
customer
2. Receive any query/doubt that the coach might have
3. Research/critical analysis of the query/doubt using the various tools
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involved in DAP like UGA website, Echosign and Salesforce.
4. Reply back to the customer with an appropriate solution
If the coach send out any request/query proactively enquiring about the customer,
in that case the first step is eliminated and the other steps remain as it is. Below
are the steps involved -
1. Receive any query/doubt that the coach might have
2. Research/critical analysis of the query/doubt using the various tools
involved in DAP like UGA website, Echosign and Salesforce.
3. Reply back to the customer with an appropriate solution
UGA Communication
We need to communicate with UGA since there are many occurrences wherein
the coaching customers contact UGA phone# when our scheduling center# is not
working due to some valid reason. There are certain scenarios wherein the
customers contact after the office hours and hence are not able to talk with our
scheduling center representative. The coaching customers in this case directly
contact UGA consumer helpdesk and express their concerns/grievances.
Sometimes they also call to notify or to have acknowledgement from the service
provider (Finicity). UGA notifies us (M4L) since we are their client and all the
consumers are the Money4Life consumers. Previously, the Director of Customer
Support was responsible to handle all the UGA queries. Now, with some major
changes in the process, a centralized email alias is provided to UGA to send
consumers notifications, coaching@money4lifecoaching.com. EVERY EMAIL
FROM UGA SHOULD BE ACKNOWLEDGED AS RECEIVED.
UGA communication as a whole can be divided into two types:
1. Notification Emails - We just need to acknowledge the notification emails
sent by UGA. Following are the subjects of notification emails sent by UGA:
a. Money for Life Center - VW notifications
b. Change of Coach UGA notification
c. Change of Billing date of the customer
2. Investigative Emails - Following are the subjects of investigative emails sent
by UGA:
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a. Customer is willing to cancel the contract
b. Coach missing the sessions on a regular - customer is frustrated
c. Customer asking for someone from our office to call and provides a
phone# and timing so that the coach can call and set up a coaching
session to discuss the agenda that the customer might have
d. Coaching sessions missed by the customer - needs to be rescheduled
e. Customer wants the Billing date to be changed
Following procedure needs to be followed while communicating with UGA:
1. UGA receives call from the customer with their concerned query
2. UGA notifies us with an email notification of the same in a proper format
highlighting the customer’s query
3. As a DAP support rep, we need to analyse the whole situation relating to the
query and forward it the customer’s coach and the Coaching Director
asking them to contact the customer and take appropriate course of action
4. Send an acknowledgement notice to UGA informing them the necessary
steps taken
BBB Communication
BBB stands for Better Business Bureau. The ​Better Business Bureau (​BBB​),
founded in 1912, is a ​nonprofit organization focused on advancing marketplace
trust, ​
consisting of 112 independently incorporated local BBB organizations in the
United States and ​Canada​, coordinated under the Council of Better Business
Bureaus (CBBB) in ​Arlington, Virginia​.
The BBB collects and provides free business reviews on more than 4 million
businesses to over 100 million requests from consumers in 2012, helping make the
BBB's website rank among the top 300 most-visited websites in the United States.
The BBB serves as an intermediary between consumers and businesses, handling
nearly 1 million consumer disputes against businesses in 2012. The BBB also alerts
the public to scams, reviews advertising, and assists when donating to charity.
Nearly 400,000 local businesses in North America support the BBB. The BBB
invites successfully vetted businesses to become dues-paying Accredited
Businesses that pledge and continue to adhere to the BBB Code of Business
Practices. In return, the BBB allows Accredited Businesses in good standing to use
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its trademarked logo in marketing materials.
Although it has "​bureau​" in its name, the Better Business Bureau is not affiliated
with any governmental agency. Businesses that affiliate with the BBB and adhere
to its standards do so through industry ​self-regulation​. To avoid bias, the BBB's
policy is to refrain from recommending or endorsing any specific business,
product or service.
The organization has been the subject of controversy, particularly related to its
practice of giving higher ratings to businesses that pay a membership fee. The BBB
disputes the claim that payment from businesses is required for them to receive
an "A" rating.
Finicity’s ranking given by BBB is A+. We have an excellent understanding and
accreditation provided by BBB. In short, we are in good books of BBB.
Whenever any coaching customer has any issue with the functioning of the
coaching program and is frustrated with the kind of service he/she is getting, is
dissatisfied with the service, he/she files/lodges a complaint with the BBB in order
to get justice to the matter and the case be solved in a justifiable manner. Once a
complaint is filed with BBB against the service provider, a case is created. A
representative from Finicity is responsible to handle all the BBB cases and find
out a solution for it. Currently, the person who looks after all the BBB
communication is Aaron Morris, Manager of Customer Delight. He studies each
case and then work on a satisfactory plan which will work out for the customer
and then schedule a call with the customer. Ideally, it is always said, the Consumer
is King, in this case too if the customer is terribly frustrated, then Aaron decides
upon the terms wherein the customer need not serve the cancellation terms and
the contract is canceled without any cancellation fees. Mostly, the contracts of all
the customers who lodges complaint with BBB are canceled since they do not
want to use the service and are not ready to pay the cancellation fees.
Following are the reasons, why customers lodge a complaint with BBB:
● Not getting coaching service and hence not ready to pay the cancellation
fees for services not rendered
● Frustrated with the issues in the application and finds the application
buggy. Therefore, not ready to pay the cancellation fees
● Loss of income and hence cannot pay the cancellation fees
Procedure involved for handling BBB cases/communication is as follows:
1. Customer lodges a complaint with BBB since he is not satisfied with the
service provider
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2. BBB creates a case after listening to the grievances of the customer
3. BBB sends an case notification to the concerned authority (Aaron Morris) in
Finicity regarding the customer's complaint
4. An acceptance/acknowledgement letter is sent back to BBB from Finicity.
The letter consists of the steps Finicity will be taking to resolve the issue
5. If the Acceptance letter is not sent, BBB sends an second notification asking
for an update on the case, if the acknowledgement or an update is not
provided, BBB considers the case to be closed from customer’s side and
credit rating of the company is hampered.
6. A call with the dissatisfied customer is scheduled on Aaron’s calendar
7. Aaron calls the customer and discusses the whole issue and the grievances
that he/she might have, then analysis the situation
8. Aaron finalises on a decision to cancel the contract without any cancellation
fees and notifies the customer about it
9. Notifies BBB regarding the resolution reached and specifies whether the
customer was satisfied or not
10. Notifies DAP Support Rep, Jaren and DAP billing to proceed ahead with the
cancellation proceedings
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MODULE FOUR - PROJECTS
Coaching Invoices Audit
Each month as the coaches turn in their invoices, we need to go through a
verification process to confirm that the coaching sessions took place. We check for
a recording of the call, notes from the session and that the session has been
marked as complete in the CRM. Following are the essentials -
1. Marked as Completed
2. Session Notes
3. Call Recording
Each coach turns in an invoice at the end of the month detailing the dates of the
coaching sessions that took place that month. They get paid every month on the
number of sessions completed. We need to go through each invoice line by line
and confirm that each session is marked as completed in the CRM, that there are
notes for the session, and that there is a recording of the call. There will be some
cases where there is no recording and those will generally be detailed in the notes.
The invoices are google documents. Three columns (Marked as complete, Session
notes and Call recording) are added along the right hand side of each document
where we can put a check mark as each item is verified.
Verification is nothing but auditing the invoices and providing an audited mark as
“Completed” for every coach’s invoice.
If there are any sessions that are missing, we need to mark in the columns
accordingly and provide a small note specifying what is missing. For example - if
the coach had a coaching session on 04/15/2014, then we need to verify if the
coach has marked the coaching session as ‘Completed’ after completing the
coaching session, then have added the session notes in the custom notes section
and finally to verify if there is a call recording of the session that is completed.
Sometime due to Dialer issue the call is not recorded, so while auditing we need to
consider such scenarios since the coach has completed the call either from his soft
phone or from his/her cell phone. It’s just that we will not see the details in CRM
but the Coach notifies in the invoice if there is any issue. Those cases needs to be
considered while Auditing.
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If something is missing from the above listed three things, then it needs to
specified in the Notes column (it is besides the three columns). If out of the three
things the session notes are missing then, we need to mention ‘No session notes’ in
the Notes column.
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