Here are our general guidelines for calls that are eligible for credit. Please note that in case of any confusion, our Terms & Conditions will govern. The below is illustrative guidance only.
Calls are evaluated based on the recorded conversation that takes place, we do not take into account any new information discovered after the call. Please see our guide to Answering Calls for best practices on call handling.
Valid Calls
eLocal defines a valid call to your business as meeting the following criteria:
- A call in your service area
- A call for your category of service
- A call from a potential customer looking for a new service
- A call that meets the minimum duration of your program (if applicable)
- A call that goes unanswered, receives a busy signal, reaches a voicemail, or the caller is told they will be called back
- We do not guarantee that a call will result in a booked job
Valid Leads
eLocal defines a valid lead in your inbox as meeting the following criteria:
- A lead in your service area
- A lead for your category of service
- A lead from a new potential customer
- A lead with valid contact information for the customer
For guidance on converting such calls or leads, see our best practices here.
Invalid Calls
eLocal defines an invalid call to your business as any of the following:
- A wrong number
- A job seeker
- A call from outside your service area
- A call that is outside of your category
- A call that does not meet the minimum duration if your program (if applicable)
Invalid Leads
eLocal defines an invalid lead in your inbox as any of the following:
- A lead from outside your service area
- A lead for a service you don't provide
- A lead without valid contact information
- A lead from a repeat customer
Call Etiquette
Credit will not be provided if the call is answered in an unprofessional manner, regardless of call duration, hang up status, live answered or non-live answered. Aggressive, rude or offensive language / tone is considered unprofessional. Our teams are happy to provide examples of good call handling if requested.
Unanswered Calls - Customer Hang Ups
A call is deemed billable if it rang for 10 or more seconds – this indicates a customer had solid intent, regardless if ultimately a caller hangs up or not. Caller ID is provided (wherever available) to allow for a call back. It is the buyer’s responsibility to live to answer the call efficiently. This call is not eligible for credit request via the buyer portal.
Unanswered Calls – Buyer Hang Ups
A call is deemed billable if the buyer terminates/declines/hangs up the call. Caller ID is provided (wherever available) to allow for a call back. It is the buyer’s responsibility to live to answer the call.
Live Answered Call – No Caller on the Line
Where a call is live answered and there is no caller on the line / no response to the buyer greeting, call is eligible for credit.
A call is not considered eligible for credit if it is answered by voicemail, IVR, auto attendant, AI (not answered by a person). Callers may choose to disconnect when they do not reach a live person; we strongly recommend live answering calls for the best chance of conversion.
Calls Received Outside Business Hours/Outside Budget/During Scheduled Pause
Our system prevents calls from being routed to you outside of your set account business hours, call budgets, and/or scheduled pauses. Please review your account settings and reach out to our Customer Success Team if you feel you have received a call in error or need to change your account settings to prevent future calls during specific hours. To the extent calls are sent outside of these account settings, credit will be provided.
Duplicate Call
Where multiple calls are received through eLocal from the same caller and for the same service need, within 30 days of the initial call, the secondary calls are eligible for credit as a 'duplicate'. You must provide the call ID of the duplicate call to receive credit. If you receive additional calls from the same caller through another lead provider, these are not eligible for credit.
Current Customer
A call is not automatically eligible for credit just because you have provided service for the caller in the past. If a past customer calls for a new job, this is a billable call. If a customer calls back regarding the same issue, this is eligible for credit.
For example, if a customer calls you about their toilet, and six days or six months ago you fixed their sink, then this is a valid call because it is a different service need. If a customer of yours was connected by eLocal for the exact same service need discussed already with them, then this is eligible for credit.
Wrong Number
If the caller is looking for a specific person, provider, or business by name, and realizes they have the wrong number, the call is eligible for credit. Please note, if you pursue the service request and we deem that this call develops into a valid sales opportunity, credit will be denied. A valid sales opportunity would include situations such as: setting an appointment, prolonged and detailed conversation regarding service/price, callback commitments or exchange of numbers.
Calls may be generated through generic marketing websites, such as ApplianceAppointment.com. When the call is answered, we expect you to introduce the business and the service you provide. If the customer is confused by the call journey, we expect you to provide clarification. Credits will not be provided if the call is not handled in an appropriate manner – we expect you to explain the services offered and generic website call sourcing.
Wrong Geographic Area
In the event you receive a call that is outside of your account zip code list, a credit will be provided. Please ensure this list is up to date and reach out to our customer success team to make any changes.
Credit will be denied if you pursue the service request and we deem that this call develops into a valid sales opportunity. A valid sales opportunity would include situations such as: setting an appointment, prolonged and detailed conversation regarding service/price, callback commitments or exchange of numbers.
Language Barrier
If you receive a call from a consumer and there is a language barrier, the call is eligible for credit if communication is not possible.
Decisionmaker/ Homeowner
If you receive a call from an individual who does not have the authority to undertake work, the call is eligible for credit. For example, a rental tenant calling for home rewiring services is eligible for credit. Please note, if you pursue the service request and we deem that this call develops into a valid sales opportunity, credit will be denied. A valid sales opportunity would include situations such as: setting an appointment, prolonged and detailed conversation regarding service/price, callback commitments or exchange of numbers.
We consider closely related individuals such as husband/wife, parent/child to be valid calls and acting as a proxy decisionmaker.
Spam/Solicitor/Prank/Abusive
If you receive a call that is a prank, solicitation, or the caller uses abusive language the call is eligible for credit.
Scheduling Related
If the caller is looking for you to meet a specific scheduling need that you cannot accommodate, this call is not eligible for credit. Some portion of customers will be looking for same-day service / emergency service.
Price Related
If the caller is price-shopping or requesting an estimate for a service that falls within your category, the call is not eligible for credit.
If the caller is unwilling to proceed with price quoted, the call is not eligible for credit. Not all calls will convert to appointments/jobs.
If you do not take the customer's preferred payment method, the call is not eligible for credit.
Warranty
If you receive a call from someone whose appliance is covered under warranty, and they specifically state they would like to use their warranty to pay for service, the call is eligible for credit. It is your responsibility to explore the potential for the caller to need non-warranty service by asking appropriate questions regarding the appliance, age, coverage period, existence of a warranty product etc. If this conversation does not take place, credit will be denied.
For more information, see our guide to handling Warranty Calls.
Reselling Calls
As part of eLocal’s Terms and Conditions, you agree not to resell calls and leads. If you request credits on calls that you resold or referred out or subcontracted, then these are not eligible for credit. Please note that this is a breach of our T&Cs and will require that we part ways.
Mobile Homes
If a caller needs a home service on a boat, automobile, recreational vehicle, food truck, or mobile trailer, the call is eligible for credit. To be clear, a non-transportable mobile home is not eligible for credit.
Home Services Related
If the caller is requesting service on a commercial property, new construction, needs a subcontractor, or is looking for bids on a job, the call is not eligible for credit.
If the caller is looking for a supplier or retailer to buy a part, the call is eligible for credit. However, if the caller would like to buy a part and requires service or would like to supply their own part, the call is not eligible for credit.
If the caller is looking for technical support or only seeking advice, the call is eligible for credit. However, if the caller is looking for advice or asking questions as part of the process to find a technician to provide service, the call is not eligible for credit.
Legal Related
If a potential client contacts you and currently has a lawyer, the call is eligible for credit. If a potential client previously had a lawyer for this case but no longer does, the call is not eligible for credit.
If a potential client requests pro bono services (for anything other than injury cases), the call is eligible for credit. If the potential client did not request pro bono services but cannot afford your fees, the call is not eligible for credit.
