Call Recipient Reports Being "Called Before"?
Occasionally a caller may report that people on a list insist they have been "called before."
The six most common explanations are:
- The person on the list assumes all calls they receive are from you
- The person on the list is referring to multiple call attempts, not multiple conversations
- A new list contains people who were called recently on an old list
- A previous call was incorrectly recorded
- The person on the list was called via another non-dialer call type
- The caller misunderstands the "Recent Results" drop-down in call results
The person on the list assumes all calls they receive are from you
A person, often angrily, insists to your calling agent that they have been called over and over. They may say this to the calling agent at any time during the call - but most often it will be immediately after answering. This will increase as your timeframe (deadline/action/election day) gets closer to the end.
Some contacts (voters) just get called more heavily than others. They may have strong voting histories and/or demographics that match strongly with prevailing tactics during a campaign season. Additionally, if the contact does not normally pick up their phone, they most likely are receiving more calls than yourself and others as organizations continually try to reach the person.
This could be one of the first calls the person picked up and they assume that all the other calls, regardless of different caller IDs or area codes, are from you. The person will often be frustrated and will react harshly to your caller.
The above scenario is the most common occurrence by far, especially around deadlines or election days. If it is your first time encountering it, the initial reaction is most often to be significant concern. Reach out to our Live Chat team during live support hours and we can check any phone number to find out exactly how often, on what date and time, through which calling list, and on what calling service the number has been called before through our dialer. In almost all instances we will find this number has either never been called through our system before, or that the number was called for a different purpose and with a reasonable amount of time since the last contact was attempted.
If Live Chat is not available when your concern arises, please use the support feature to leave us a message containing the number, contact information, and any further details you have about their complaints including previous times/dates of calls the person said came from you. You will receive a report on all interactions with the dialer system on that number and/or for that person.
The person on the list is referring to multiple call attempts, not multiple conversations
The person on the list is correctly identifying multiple call attempts from you. Says they have been called "over and over" from the same caller ID.
The person was attempted multiple times but has only picked up on the last call. Depending on your calling list strategy , you may be reloading your list daily with anyone who was not contacted. If the person had not picked up their phone before, they would likely have gotten multiple attempts.
For this concern, the best first step is to reach out via Live Chat to our team to get a full report on a sample of phone numbers for how many times they may or may not have been called, as well as the information about which list, which dates and times, and which calling service was used to dial those numbers.
- If you are using a multiple attempt strategy because you have a limited universe of numbers: explain to callers why this may happen and make sure they are comfortable talking to contacts about how important the call is, and why you attempt to contact the person multiple times until you talk to the person.
- If you have a large universe: you may want to switch your list calling strategy to "Single Attempt" and load up different sections of your universe to ensure you are calling new people and only returning to non contacted folks once you have called through the rest of your universe. Review our
Regardless of your universe and calling strategy, confirm your training materials remind callers to use the script and record the final call result correctly to ensure they do not accidentally set a contact for an unnecessary additional call. See "A previous call was incorrectly recorded " below.
A newer list in use contains people who were called recently on an older list
A person on your list reports that they recently answered these same questions, or that they "got a call like this" recently. The person likely expresses to the calling agent that they are concerned about their information being secure or if the work to make these calls is worthwhile.
This situation can occur with the "single attempt" list strategy due to a misstep somewhere in the process of creating the list. Different people may be preparing lists for the dialer without ensuring that people with recent results are excluded from the new list to be called. If a single person is monitoring the results reported back to you and also creating new lists for calling, that person may be missing a step in the process to exclude identified individuals.
For this concern, the best first step is to reach out via Live Chat to our team to get a full report on a sample of phone numbers for how many times they may or may not have been called - as well as the information about which list, which dates and times, and which calling service was used to dial those numbers. By comparing your data to your list, and cross-referencing our information about the volume of calls to that number, you will be able to find steps in your process to tweak. You will be able to prevent future lists from including people who were called recently.
Visit our information about calling list strategies here for further clarification.
A previous call was incorrectly recorded
A person on the list is complaining about repeat calls where they receive the same script and questions. Upon further research by the ThruTalk (Legacy) support team, we see multiple attempts but do not see any completed conversations in the data.
One or more of your previous callers recorded a "No Contact" call result for a previous conversation so the contact continues to get called since they have no results.
- Multiple Attempt: Our Multiple Attempt strategy allows a number to be called more than once if the previous result was marked as "NEXT CALL - No Contact." The other default call results ("NEXT CALL - Talked to Correct Person" and "NEXT CALL - Remove from list") are removed from the list the next time it is loaded.
- Single Attempt: If you are regularly loading fresh lists through the "Single Attempt" strategy you have a way to remove people with previous conversations or results from your list by cleaning it . If a conversation was recorded wrong by a previous caller, it would also have been sent to you wrongly coded as a "No Contact" in your CSV or in your sync.
The best solution starts by connecting with our Live Chat team to help you get a detailed idea of when a set of numbers were called and what the results for those calls were, as well as the list in use and the service from which the call was placed. If Live Chat is not available please use the Support option for us to address your question promptly. In these cases, we can sometimes help to identify specific callers who are not recording results correctly - which can further help you discover any team leaders or trainers who need to be more clear about call reporting accuracy.
The person on the list was called via another non-dialer call type
A person on your list reports that they were called recently. They can identify the organization or campaign that called previously as you but the number that called them may be different. The content of the call and the purpose for the call may be similar or different such as volunteering requests on one call and support identification on another. Upon further review, the ThruTalk (Legacy) support team finds that number was not contacted by the dialer system multiple times.
You have multiple active strategies across different platforms that may include multiple dialer systems, manual or virtual phone bank options through VAN or manual dialing to targeted lists of potential volunteers or donors. These strategies are overlapping in their contacts and timing.
When using multiple strategies at the same time, fresh lists for the dialer become more important to replace regularly. Results are collected at different rates across different dial types and likely impact each other.
Identify a preferred strategy for isolating different pools of people to contact by different means and how you wish to move them through an engagement path. Be sure that all results are accurately updating your progress and that the progress is tracking correctly.
Additionally, consider changing your caller ID setting more frequently to help identify your different calling purposes at different times or to simply keep your contact rates fresh by using new caller ID names and numbers. Review our information about Caller ID settings here.
NOTE: If you must have the same contacts loaded in different calling systems, you can use the daily strike list function to remove people who were contacted via other channels from the dialer without needing to load a new list for the day's calls.
The caller misunderstands the "Recent Results" drop-down in call results
A caller may report that they are seeing contacts who have been called before and that they can tell this is happening from information they see on the screen. In this case, the people receiving the calls are not reporting they have been called before but the caller believes they are since the caller sees "Recent Results" on the left side of the screen.
The issue here is a simple misunderstanding. The "Recent Results" are the selections the caller has made recently for any calls placed during their current session without any connection to the contact they are speaking to currently.
Clarify for the caller that the "Recent Results" refer to the selections that caller has made during their current calling session and do not indicate prior results for the people we are reaching. For further explanation see FAQ: "Recent" Call Results drop-down .