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Submitting a Call Lead for Review

Learn how to request a review of potentially Non-Billable calls.

While our automated Quality Check system powered by artificial intelligence is great at catching certain types of misaligned calls, occasionally Non-Billable ones can 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. This will alert our Quality Assurance Team to take a closer look at the call in question.

 

SeparatorLinePhone 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 generous Lead Review process ensures that you have 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 less than 7 days ago.
  • Call Recording was enabled at the time the Phone Lead was received.

Once submitted, our Quality Assurance Team will review and email the Users specified in your mySD User Notifications page with the Lead Review decision, typically within 2-3 business days.

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

 

SeparatorLineHow 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.

mySD-LeadManager-v12-Expanded-LeadReview

 

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.

mySD-LeadManager-LeadReview-SubmitPopup

 

SeparatorLineFilter 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

Lear More about how to Filter and Search Your Leads