Each call should be dispositioned or “coded”. Miscodes should be avoided. Coding a call simply means choosing the outcome of the call. Understanding the definition of each code will lead to success coding calls.

• Complete: The call was initiated and the survey was completed (either partially or fully)
• Initial Refusal : customer refused call before script could be read
• Disconnect/Out of Service: phone number does not work
• Wrong Number : number does not belong to the person on file
• No answer : no one answers the phone, it just rings
• Busy : phone line is busy
• Answering Machine : phone went to voicemail and no message was left
• Left Message : phone went to voicemail and message was left
• Never Called : phone has not been called
• Fax : phone number is a fax number
• Language Barrier : person on the other line speaks no English (Spanish)
• Other Language Barrier : person on the other line speaks no English but not Spanish
• Deceased : the person on the list has passed away
• Do Not Call : person asks to not be called again
• Complete Patch : the caller agrees to be transferred to the specified number/office