Understanding Billable and Non-Billable Phone Call Leads

 

 

Definitions

• Billable Call: Any call that occurs when a New Potential Customer is seeking a service that your Service Category typically provides or any call that results in a Booked Appointment.
• Non-Billable Call: Answered calls that match our examples of Non-Billable Calls below.

Examples of Non-Billable Calls:

• The call duration is less than 20 seconds (or the call duration is less than a specific duration you have agreed to with us).
• The caller is Spam, a Robocall, or is clearly identifiable as a Wrong Number.
• The caller is not the Decision Maker, such as a tenant, roommate, or neighbor.
• The caller is seeking employment.
• The caller is soliciting.
• The caller is seeking a Service Category you do not provide (e.g. You are a plumber, but this caller requires an electrician).
  • Please note that booking an appointment with the caller, even for a service you do not provide, will automatically make the Call Lead Billable.
• The caller is a previous customer.
• The caller is located outside of your Service Area.
• The caller was referred to you directly from another person.
• The call came in while your Campaign is Paused. 

Examples of Billable Call Leads with No Booked Appointment

Our service is designed to put you in front of real, New Potential Customers seeking your services. Although many Billable Calls will result in Booked Appointments, this does not mean every call opportunity we send your way can be closed. The following are examples of when Call Leads are still Billable despite not turning into a Booked Appointment:

• Missed Calls
  • All Missed Calls are considered Billable since we cannot investigate them due to the fact that there's no Call Recording to listen to.
• Price Shoppers
  • Read more about How to Turn Price Shoppers into Valuable Customers
• Caller seeks a service that your Service Category typically provides.
  • There is no way for us to limit the services to just specific ones and there is no way for services to be edited in mySD. If a service is generally offered by a company in a given Service Category, then those services are included in our advertising for the matching Campaigns and would be considered Billable.
• Call Drops / Hangups.
• Caller books service with a competitor after reaching you.
• Cannot agree on pricing.
• Caller cancels their Appointment.

Booked Appointments Make Call Leads Automatically Billable

Please note that if a call results in a Booked Appointment, even for a Service Category different from that of your Campaign, that call will automatically be considered Billable.

• Example: You have a Gutter Installation Campaign, but do not have a Gutter Cleaning Campaign. If a caller requests Gutter Cleaning and you do decline the work, then the call will be considered Non-Billable as a service not offered. However, if you do want the job and book the appointment, despite it not being a typical Gutter Installation job, then the call will be considered Billable since an appointment was booked. 

Submit a Call Lead for Review

We generate many thousands of Phone Call Leads across the country and are always improving our automated technologies as well as expanding our human Lead Review Team to catch Non-Billable Calls before our Clients are even aware of them. But, we also need you to help that process by submitting Call Leads for Review if you believe them to be genuinely Non-Billable according to our Service Terms.

We never want to charge you for a call that does not have the potential to turn into new business for you. Our Call Review process ensures that you have the ability to dispute calls you believe should be Non-Billable.

A Call is Eligible for Review if...

• The call is Answered.
• The call was received less than 7 days ago.
• Call Recording was enabled at the time the call was received.

Once submitted, our Quality Assurance Team will get back to you typically within 2-3 business days with a decision.

While in your mySD Lead Manager, you can click any Call Lead row to expand it to a detailed view. In addition to seeing valuable information specific to that call, here you will also find the option to Submit for Review.

In the popup, please choose a reason you believe this call should not be billed. Note any follow-up attempts, previous calls received by the same customer, or solicitors in the Explanation box. The more details you leave, the more informed we can be when making a Lead Review decision.