What happens when someone presses "Not Interested" digit?

[snowflake]

I always assumed that once someone hit the "Not Interested" digit during a survey campaign, their number was instantly added to the DNC list. However, a lot of the people we're reaching are saying that we've called them more than once in one day. Not sure how this can be happening. Does anyone know how Vicidial processes "Not Interested" numbers? Does it go to DNC right away or not until the campaign is stopped?

[mflorell]

NI != DNC

Not Interested is not the same thing as Do Not Call. It never has been, and never will be. The numbers do not go into the DNC list either.

[williamconley]

Ordinarily, this is where I say "Read the Manual". But as this has caught even a couple of my technicians, I'll say it this way:

When your recording suggests that your call recipient pushes a button, the Vicidial Dialer has no way of knowing what you told your call recipient was on that button. If you say "Press 8 to end this call" that is entirely different from "Press 8 to be sure our company will never call you again for any reason" and still different from "Press 8 to be removed from THIS list".

So: If you have read your manual to realize that there are two different "statuses": One named "NI - Not Interested" and one named: "DNC - Do Not Call", you would probably find it a good idea to configure the Survey to modify the lead to whichever one you have indicated in your recording.

Also of note: You were likely changing those who "opted out" to "Not Interested (NI)" and your (often overzealous) manager (or possibly You Yourself? LOL) had gone ahead and Added Every Dial Status to the "Dialable Statuses" list in the campaign. Including "NI" which is counterintuitive, but I've seen it a lot.

To be clear: This is a dialer. It is a specialized piece of equipment that has been used to create money in thousands (not kidding) of call centers around the world. I consider it somewhat like a Lamborgini in an IT world full of Geo Metros and Lincoln Navigators. It can definitely get you there fast.

That being said, if you let your son drive it home from the dealership without supervision, and he has a Lead Foot ... you will likely have negative results. LOL

In other words: Read the manual. Find out what all the little pieces do. If you're not sure, pay for a bit of Training (Matt has an excellent course down in Clearwater that will bring your IT guy up to speed pretty dern quick). But most importantly: Don't just put your foot on the floor and think that's how you resolve every challenge as it will quite often prove counterproductive. I'm not sayin' (of course) that you have done any of these things, but I have seen it very often. Too many calls per second can cause your calls to bunch up (and drop/waste far too many). Too many lines per agent has the same result, only worse. Dialing "Everybody" is not much better. Find out what all these buttons are ... and you'll make life much better (by which I mean you'll make more money while spending less!).

Rant Over Welcome to the party!

[snowflake]

Sorry I wasn't clear...

When I mentioned "Not Interested," I didn't mean it as the status, I meant it as the survey setting "Survey Not Interested Digit." The "Survey Not Interested Status" is set as "DNC - DO NOT CALL." Sooo... when someone pressed the Not Interested Digit, it changes that number to DNC status. I wasn't trying to say NI == DNC.

[williamconley]

Depending on your Version (which you have not listed ...), this may add to the DNC list or it may not. It also depends on the campaign dnc settings, if I recall. Easy to test. If it doesn't ... you may need or want to upgrade.