Read-only guide — please read it here on this page. This guide is not available to download or print.
Key Rule for Agents: If a customer shows signs of being abusive, fake, legally threatening, or clearly uninterested — end the call politely, document properly, and never re-dial.
Type 1: Bullies / Abusive Customers
Behavior: Use insults, shouting, or intimidation.
Risk: Demoralizes agents.
Agent Action: Stay calm, don’t argue, and politely end the call. Flag as “DNC – Abusive”.
Type 2: Fake Info Customers
Behavior: Give false names, DOBs, addresses, SSNs, or payment details.
Risk: Wastes time.
Agent Action: Verify details early. If caught, politely close the call. Mark as “DNC – Fake Info”.
Type 3: Litigious Customers (Legal Threateners)
Behavior: Mention lawsuits, regulators (FTC, FCC, PTA, etc.), or say “I’ll sue/report you.”
Risk: High legal/compliance risk if mishandled.
Agent Action: Do not argue or promise. Apologize, end the call immediately, and flag as “DNC – Legal Threat”. Escalate to compliance.
Type 4: Time Wasters
Behavior: Keep asking questions, demand quotes, then refuse to decide or repeatedly reschedule.
Risk: Burns agent hours and lowers productivity.
Agent Action: Stop pitching. End politely. Mark as “DNC – Time Waster”.
Type 5: The “Investigators” / Competitor Spies
Behavior: Ask script details, pricing formulas, or “how do you do this?”
Risk: Steals scripts / tactics.
Agent Action: Do not trust. Verify or end. Flag as “DNC – Investigator”.
Type 6: The Uninterested / Hard No
Behavior: Repeatedly says “Not interested” even after rebuttals.
Risk: Low value; high annoyance.
Agent Action: Do not push. End politely. Mark as “DNC – Not Interested”.
Type 7: The “Spouse / Family Says No” Type
Behavior: Claims a spouse or family member rejected the policy; uses it as an excuse to stall.
Risk: False objection; wastes time.
Agent Action: End politely. Flag as “DNC – Spouse / Not Authorized”.
Type 8: Deceased or Wrong Number
Behavior: Number belongs to a deceased person, or is a wrong number.
Risk: Compliance risk if continued.
Agent Action: Stop immediately. Flag as “DNC – Deceased”.