NOTE: For a full explanation of the difference between call results and script submissions, please visit this FAQ.


When there are disparities in rates expected for the call results and the script submissions, we recommend checking these likely scenarios:


  1. Callers are not selecting the correct call result at the end of their call
  2. Callers are not using the script during calls
  3. Script logic is not showing the right questions
  4. Callers have unreliable internet service


Callers are not selecting the correct call result at the end of a call


Problem


If callers are entering the wrong result or no result, you will notice more identification responses and data recorded in the script submissions data than the number of "Talked to Correct Person" you see in the call results data. You may also see script submission results for calls marked as "no contact" or "do not call" in the call results. This issue can also cause troubles with reloading the list as call results tell the system what to reload with either the "Multiple Attempt" or the "Single Attempt" list strategy. It's possible that the system could call identified voters/targets more than once because those voters/targets were not marked as identified. 


Cause


While the callers are correctly using the script and pressing buttons as their conversations progress, they are not selecting the correct call result.


  • Call result error example 1: marking a "no contact" call result when the script result is "refused". Call result should be recorded as "talked to the correct person" to be sure the refused script result is correctly being recorded for that person so they are not called again. A "no contact" call result will put them back in the list to be called again.
  • Call result error example 2: marking a call result of "remove from list" when the voter ID script result was a "strong supporter" who just didn't want to get called back with the same ID question. The supporter would have been removed from the list regardless if they were marked with a "talked to correct person" call result and were canvassed in the script but marking them with a "remove from list" call result will set the supporter as Do Not Call for all future calls including any GOTV or vol recruit activities.


Callers also may not be selecting a call result at all and timing out of conversations at the end of the wrap-up time. If they are not selecting any call result you are most likely going to be receiving reports of the system "kicking people out" as well. Read more about logout issues here


Solution


Review your training materials to ensure you are correctly laying out the calling process with your callers, including clarifying the meaning of the call results and emphasizing that incorrect choices can lead to identified voters/targets receiving additional unnecessary calls or voters not getting called back when they should.


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Callers are not using the script during calls


Problem


If syncing your data, you will see people marked as contacted in your VAN systems or other database, but they may be missing support levels, volunteer commitments, and other action opportunities.  If getting csv reports you will see the call in your call results file but it will have incomplete or missing information in your script submission file. 


Cause


While the callers are correctly selecting their call results on the left side of their screens at the end of the call, the data does not show script results for calls marked as "Correct Person","Talked to Voter", or any other call complete call result you have available.  Callers must use the script in full, selecting all appropriate button choices throughout the duration of their calls.


Solution


Review your training materials to ensure you are correctly laying out the calling process with your callers, clarifying the purpose of the script, your goals, and action opportunities defined by the script. Emphasize that the data collection is done in the script must be used in full for every call regardless of how well the calling agent may be familiar with the script. 


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Script logic is not showing the right questions


Problem


This issue will be identified by seeing specific question results or data points are consistently missed by all callers. Calls and conversations may be incomplete and feel incomplete or awkward in the flow of the conversation experienced by both the calling agents and the voters/targets.  


Cause


Questions intended for the script are missing, need clarification, or the logic of the script defined by "Visible if" options need to be checked and configured


Solution


Check your Script flow using the script preview button. If your script is not working as intended, review our documentation on script management here to get your script functioning fully and providing a complete collection of results for all intended questions. If you need additional script help, use the Script Review button in your admin panel to have a ThruTalk staff member check it out.


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Callers have unreliable internet service


Problem


This issue will be identified by reports from calling agents with phrases like "cannot make a selection," "stuck at the end of the call," or "result choices disappeared." In this situation, there may also be sporadic and light data loss either with call result codes or with collected script submission data from the script buttons.  Only the specific call that became unstable will be impacted. 


Cause 


Unreliable internet connections cause script errors and inconsistencies, or an inability to properly record a call result code and move to the next call. This issue may also arise if one or more people are sharing the internet while doing high bandwidth activities such as streaming music or video, or using social media while live calls are being placed. While the calling agent maintained a phone connection to the voter/target, their internet connection to the system was not continuous during the course of the call. 


Solution


If setting up a location for a phone bank, check the internet and wifi connections to be sure they are fast and reliable. If using wifi, make sure your callers are close to the router and are not moving in and out of router range during the call. Additionally, keeping the bandwidth clear by preventing the use of streaming or social media activity during live calls helps to increase session stability.  Please review our exploration of internet issues and the impact on scripts here for further assistance.


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