Bad Number
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Ed Morgan
Our current 'Bad Number' handling makes it difficult to retrieve customer profiles when they call back after a service lapse. When a customer's cell phone is temporarily disconnected (e.g., due to an unpaid bill), marking the number as 'Bad' prevents us from using it for future lookups. To maintain efficient customer service and accurate lookup, we need a mechanism to visually flag a phone number as unreliable (e.g., a strikethrough) without removing its search index from the customer's profile.
Shelby Parker
Thank you for posting, Ed Morgan! I have a few more questions for you:
- How often do you encounter situations where a phone number is marked as 'Bad' but later becomes active again?
- What specific information or indicators would you find helpful to determine the reliability of a phone number?
- Are there any other scenarios, besides temporary disconnection, where a phone number might be incorrectly marked as 'Bad'?
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Ed Morgan
Shelby Parker It may not happen often, but it does occur. Calls may not go through with our Click 2 Call where the number seems to be disconnected; and salespeople may just mark it as a bad number rather than taking the extra step to dial directly.