Call outcomes and what each one does
The ten outcomes a caller can log, what happens to the business next, and the extra questions some of them ask.
An outcome decides what happens to the business next. Pick the honest one: the difference between them is what the console does with the record.
The ten outcomes
| Outcome | What happens next | Use it when |
|---|---|---|
| No answer | Comes back later | It rang out. |
| Left voicemail | Comes back later | You left a message. |
| Gatekeeper | Comes back later | Someone answered and would not put you through. |
| Call back | You set the time | They asked you to ring another time. It goes to Call backs, not mixed with new numbers. |
| Interested | Handed over | They want to hear more. It goes to the team who pick it up. |
| Sale | Handed over | They said yes on the call. |
| Not interested | Finished | A plain no. It is not a request to stop calling. |
| Wrong number | Finished | It is not that business. |
| Business closed | Finished | They have shut down. |
| Do not call again | Finished, and contact stops | They asked not to be called. |
"Comes back later" follows a fixed rhythm. See Why a business comes back in the queue.
No answer is not a dead lead
Marking it correctly puts the record back in the queue for another go at a different time of day. Finishing records off to keep a list moving burns good businesses you simply caught at a bad moment.
Who told you that
Pick Wrong number or Do not call again and one more question appears.
| You pick | What happens |
|---|---|
| The owner (a director or the business owner) | The whole business comes out. Adapt stops contacting them on every channel. |
| Whoever answered (reception, an office manager) | That number stops. The business stays, because someone screening calls has not spoken for the owner. |
| Not sure | The whole campaign stops for that business, on every channel. Wider than one number, narrower than everything. |
Answer honestly rather than defensively. Too wide loses a business that never asked to go away. Too narrow means someone who asked to be left alone gets rung again. If you cannot tell, Not sure is the right answer.
Do not call again acts at once. There is no review queue and you cannot undo it.
What you learned
Interested and Sale open the Learned tab. A handover cannot be saved until its questions are filled. Tap an answer to set it, tap it again to clear it. Answers carry forward: what you learn on attempt two is still there on attempt five. They go to whoever picks the lead up.
The questions are your team's
The console's own guide uses card payments as its example. The questions shown depend on the script and setup your team uses.