Dispositions and meaning

A - (Answering Machine) NI - (NOT INTERESTED)

• If you do not speak to the actual lead, the call should be coded as A.
• If the customer is not available, the call should be coded as an
answering machine.
• If you are placed on hold and told to wait while the contact gets the
lead, you are not expected to wait. You may hang up the call and
code as an answering machine UNLESS you have confirmed you are
speaking with the lead.
• There will be times that you will pitch someone and then realize it is
not the correct person- it is okay for you to code this as an
answering machine (as long as it is not the wrong number).
• If you say the customer’s name and hear no response, the call
should be coded as an answering machine.
• If the call is an answering machine, or a ringing line with no answer,
the call should be coded as an answering machine.
• If you or the customer has a bad connection.
WN - (WRONG NUMBER)
• If the person answering the phone tells you the person does not live
there or that you have the wrong number, the call should be coded
as WN.
• If the person answering the phone does not speak English, the call
should be coded as WN.
• Robo-killers and fake recordings (unless recording says DNC).
• If the customer requests a call back but hangs up on you during the call back
rebuttal, the call should be coded as NI.
Note: The customer is hanging up on you because they are not interested.
• If the customer acknowledges their name in the intro when assuming the lead
but then hangs up on you at any point during call, the call should be coded as
NI.
• If the customer declines more than two times or has the same objection more
than once, the call should be coded as NI.
• If the customer states they are not interested, you need to rebuttal. If the
customer states they are not interested again you should let the customer go.
• If the customer states they are not interested, you need to rebuttal. If the
customer says to call back, it is okay for you to rebuttal. However, if the
customer declines the second rebuttal you must let the customer go.
Even if the caller hangs up on you during the transfer process, you should always code
as a NI (it will show in our system as a WXNI because it was coded as NI during the
transfer process), it is not okay for you to code these as A or CB because it throws off
our reports. We want to be able to look at an agent’s profile to see how many times
they were hung up on during the transfer process. We can only do this if the agents are
coding these calls correctly.
Note: The only time this rule does not apply is if the customer mentions CB twice and
does not hang up.
CB- (CALL BACK)

• If the customer has a translator, you should not continue the call
and code it WN.
• If you call a business phone number, code as WN.
• If the customer does not understand English or they are having a
very hard time with the language, do not continue with the call and
code it WN.
Note: If the customer has a strong accent but answers the questions with no
difficulties, it is okay to continue with the call.
• If the customer asks for a call back, you should rebuttal the customer with the
call back rebuttal. If the customer still wants a call back you should code the
call as a CB.
Note: The only time this rule does not apply, is if the customer says to call back and
hangs up on you while you are rebuttaling or attempting to rebuttal - these should be
coded as NI.
DNC- (DO NOT CALL)

Disqualified – (DQ)
• If the customer mentions having Tricare, or Veterans benefits.
• If the customer mentions having insurance through a reservation or
tribal coverage.
• If the form Disqualifies the customer.
• Customers with no income who are not receiving disability.
• Customers located in Puerto Rico or any other American territories.
• If the customer is a licensed insurance agent, or has a family
member who is a licensed insurance agent.
• Customers who are currently at chemotherapy or dialysis.
Note: This is for a customer who is ACTIVELY in chemo or dialysis (at an
appointment), NOT for customers who say they go to chemo once a month
etc.
Do Not Call (DNC) Disclaimer
• Once the customer mentions DNC, it is super important that you attempt to
read the Do Not Call Disclaimer.
Note: If the customer hangs up on you, you do not need to complete the
disclaimer. Code the call and keep it moving.
• If at any point during the call the customer mentions not to call them in any
way, shape or form, you should code as DNC.
Note: It is imperative that DNC miscodes are reported to management
immediately so that they can be coded correctly.
• If the customer makes vulgar, offensive or explicit comments, attempt to read
the DNC Disclosure. If the customer continues while you are trying to read the
DNC disclosure, you can hang up and the call should be coded as DNC.
• If the customer mentions not wanting to be recorded, give the tagline and
code as DNC.

“No problem. I will add you to our internal Do Not Call list immediately and you will not receive any further calls from our company. We apologize for any
inconvenience and have a nice day.”

Note: The DNC disclaimer MUST be read when the customer requests a DNC. Agents who fail to report missed DNC codes will be subject to disciplinary
action including suspension for the remainder of shift, warnings, and up to termination.

Examples of DNC’S:

• Take me off your list. • Take me off your mailing list. • Do not ever call me again. • I do not want to receive any more calls. • Your company won’t
stop calling me.

• Put me on your list. • Quit harassing me. • Stop bothering me. • Someone threatening Legal action. • Someone who does not wish to be recorded.