While our automated AI-powered Quality Check system catches most misaligned calls, occasionally a Non-Billable call may slip through.
If you believe you have received a call that should be marked Non-Billable, you can submit a Call Lead for Review in the mySD Lead Manager. Submitting a review alerts our Quality Assurance (QA) Team to investigate the call.
Phone Call Lead Review Policy
We never want to charge you for a call that does not have the potential to turn into new business for you. Our Lead Review process gives you the ability to dispute calls you believe should be Non-Billable.
A Call Lead is Eligible for Review if...
- The call is Answered.
- The call was received within the last 7 days.
- Call Recording was enabled at the time the Phone Lead was received.
Once submitted, our Quality Assurance (QA) Team will review your request and email the users listed on your mySD User Notifications page with the Lead Review decision. You can expect a response within 2–3 business days.
If the review results in an Upheld decision, the call will remain Billable. If the review results in a Reversed decision, the call will be marked Non-Billable and a credit will be applied to your account.
Note: Missed Calls are not eligible for Lead Review because there is no call recording for our QA team to review. Secondary follow-ups with the caller cannot be used to replace the required initial phone call recording.
Note: Lead Review is not available for Duration-based Campaigns. For those Campaigns, the caller's amount of time spent on the phone with you is what determines their Billable or Non-Billable Status.
Learn More about what makes a Phone Lead Billable or Non-Billable
How to Submit a Phone Lead for Review
While in your 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 Lead, here you will also find the option to Submit for Review.
In the popup, select a reason you believe this call should not be billed. In the Explanation box, note any follow-up attempts, previous calls from the same customer, or solicitor activity. The more detail you provide, the better informed our team will be when making a Lead Review decision.
Filter Call Leads by Lead Review Status
The Lead Manager's Advanced Filtering enables you to Filter your Call Leads by their Lead Review Status.
You can quickly see which of your Leads are:
- Not Reviewed
- In Review
- Submitted for Review
- Review Completed
Learn more about how to Filter and Search Your Leads