Each call should be dispositioned or “coded”. Miscodes should be avoided. Coding a call simply means choosing the outcome of the call. Understanding the definition of each code will lead to success coding calls.
- Complete: The call was initiated and the survey was completed (either partially or fully)
- Initial Refusal: customer refused call before script could be read
- Disconnect/Out of Service: phone number does not work
- Wrong Number: number does not belong to the person on file
- No answer: no one answers the phone, it just rings
- Busy: phone line is busy
- Answering Machine: phone went to voicemail and no message was left
- Left Message: phone went to voicemail and message was left
- Never Called: phone has not been called
- Fax: phone number is a fax number
- Language Barrier: person on the other line speaks no English (Spanish)
- Other Language Barrier: person on the other line speaks no English but not Spanish
- Deceased: the person on the list has passed away
- Do Not Call: person asks to not be called again
- Complete Patch: the caller agrees to be transferred to the specified number/office