Marking Bad Phone Numbers

You can mark either the primary Phone field or the Cell Phone field as no good. (We are not using this function for the Employer Phone field)

To mark a phone number right-click on the phone number.

This will bring up the reason box, select a reason.

You reason options are:

• Phone Disconnected - You should continue make sure you received multiple messages that the phone number is no good before marking as disconnected. Usually 2-3 times depending on the type of message you are getting.
• Wrong Person - This should mean that the person is claiming they do not know the debtor (Not that it is the right residence, but someone else answered). Sometime you suspect they are lying, especially if caller ID says debtors name. Note if you suspect information incorrect, Inform if CID identifies person you are calling. As always, some judgment is required in determining how best to handle some situations. Ask if unsure.
• No English - Be sure no one who speaks some English can be put on the phone, like DISC, should try a couple times before marking.
• Debtor Requested No Calls - This replace our old way of processing and will automatically move the debtor to the HOLD queue.

After select the reason the phone will be highlighted and a note will be added in QCS, examples shown below.

The reason we are doing this is so when we do batch skip-tracking it can tell if the new phone has already been tried and if we know it is not good, which will allow our system to better identify new #'s that might be worth trying vs a new #, that is just an old # we already know is no good.

Please let us know if anything doesn't work as expected or if you have a suggestion to improve this or any other process. Thank you!

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