Let's just take it for granted that every time someone calls, their account is logged into by the MR agent.

It is human nature for a person listening to a question from a caller to not type the question in word for word WHILE the caller is asking the actual question. It is further human nature to answer the question, and if the answer is no and the caller hangs up, that the MR rep might say to themselves, "Well, that came to nothing, what was the whole question again? It did not amount to anything, so should I bother, or just take another call...oh well" and close out the call record with nothing or nearly nothing entered into the record, because of course, they are at least nominally rated on how many calls taken and resolved.

However, if something is put in writing, then it MUST be appended to the record of the person who wrote, because, of course, it is in writing, and thereby official.

Writing...official, verifiable. Verbal...not so much. (That doesn't mean results can not actually be conclusive from verbal contact, it just means verbal is generally less official, or at least less officious.)