Handling Do Not Call (DNC) Requests: 

Respecting a lead's request to be added to the Do Not Call (DNC) list is crucial for maintaining trust and professionalism. Below are the guidelines for handling leads that indicate DNC, along with best practices: 

1. What Constitutes a DNC Request?

A DNC request occurs when a lead says or implies that they don't want to be contacted. Phrases that qualify as DNC requests include, but are not limited to:

               •             “Do not call me.”

               •             “Stop calling this number.”

               •             “Take me off your calling list.”

               •             “I don’t want to receive calls from you.”

Any statement that clearly communicates the lead’s desire not to be contacted should be treated as a DNC request.

2. Immediate Response to a DNC Request

As soon as a lead indicates DNC:

               1.           Acknowledge their request immediately.

Example: “Thank you for letting us know. We will ensure you are not contacted further.”

               2.           Do not attempt to convince them otherwise.

               •             Do not justify the reason for the call or persuade the lead to continue the conversation.

               •             Respect their request without argument or delay.

4. Handling Questions After a DNC Request

If the lead initiates further discussion after stating or indicating DNC, you may:

               •             Answer their questions or clarify any confusion only if the lead explicitly shows interest in continuing the conversation.

               •             Example Scenario:

               •             Lead: “Stop calling me. But what is this about, anyway?”

               •             Agent: “I understand you do not wish to be contacted further. I will add your number to our Do not Call list. To clarify, this call was regarding [brief explanation of purpose]. Please let me know if you have further questions.”

4. Closing a DNC Call

Always end a DNC call politely and professionally.

•Example Script:

“Thank you for letting us know. I will ensure that you are added to our Do not Call list, and you will not receive further calls from us. Have a great day.”

5. Summary of Key Rules

               •             Immediate Action: Stop the call as soon as a lead indicates DNC. Do not try to convince or explain further.

               •             State Disclosures: For states where the DNC disclosure is required, ensure that the leads are made aware of their DNC right

s. Below are the states that require DNC disclosure:

               •             Critical Errors: Submitting a claim after a DNC request will end up as an Agent Fault.

               •             Exceptions: If the lead reinitiates the discussion after DNC, you may respond briefly but should still honor their request to end contact unless the lead continues the conversation.

Best Practices

               •             Always listen carefully to the lead’s statements to detect any DNC indications.

               •             Remain polite and professional, even if the lead is frustrated or abrupt.

               •             Document the DNC request immediately by disposing the call as ‘Do not call Request.’