Forgive us for getting technical for a moment…
We define a Valid Call as a phone call from an individual interested in the general category of services you provide.
We define a Valid Lead as a lead submitted by an individual interested in the general category of services you provide. Additionally, the lead must contain valid contact information, including a working telephone number.
Additionally, it is important that telephone calls are live-answered in a timely manner. In cases where calls are not live-answered, hang-ups are considered valid calls. We charge for any call where we are able to determine the caller's intent. We establish intent by putting callers through our call center, looking for keywords in call transcripts, and through an Interactive Voice Response (IVR) system where we prompt users to confirm their desired category and zip code.
We believe that our value proposition is the delivery of that live call. The ability to answer calls, in a timely fashion, is an important component to success with our program (or any program, for that matter). Callers nowadays are increasingly impatient and quick to hang up when they hear an answering machine, too many rings, or if they are placed on hold for extended periods of time.
The following are
considered valid calls and leads:
- Duplicates (same phone number, for the same service, within a 30 day period)
- Wrong numbers
- Spam or Robo-calls
- Employment inquiries
- Wrong categories
- Outside of your coverage area
- Pro bono (if applicable)
All other types of calls and leads, not included above, are considered valid. Our proprietary technology will often identify invalid calls so that you never get charged for them. However, if we inadvertently charge you for an invalid call, you can request a refund within 4 days of being notified of that call or lead.