Lead Phone Numbers

This page provides context on lead phone numbers, how we manage duplicate phone numbers across different leads, and monitor data quality

Definition(s)

• Lead Phone Numbers are all the unique phone numbers found in the two phone number columns (phone, and mobile) for a given campaign.

• When leads are uploaded/ingested, we clean up and normalize the phone number format into standard E164 format:

  • 1 678-999-8212 ⇒ [phone]

  • (678)-999 8212 ⇒ [phone]

  • 678 999 8212 ⇒ [phone]

  • [phone] ⇒ [phone]

When Leadsare uploaded to Campaigns, leads are split out into Contactsand Accounts.

We provide the option to upload up to 2 phone numbers per lead, one in the 'phone' column, and one in the 'mobile' column.

Since we don't strictly enforce/require unique phone numbers per each contact row uploaded, this can lead to scenarios where the same phone number might be associated with multiple Contactsin a campaign. The below graphic shows a simplified (but realistic) real-world scenario:

In this hypothetical scenario,

• [phone] could be the company phone number of Keller Williams

• [phone] could be the mobile number for Jane Doe, but is also used as the business phone number for Jane's husband's small Petshop Supply store

• John Smith at Keller Williams and John R. Smith at KW Realty may actually be the same person (hence the same mobile number of [phone], but since the two contacts have different email addresses:

  • [email protected]

  • [email protected]

  • the two contact rows are not merged via our Deduplication rules (which match on same email address).

Implications of 'duplicate' phone numbers being associated to different contacts in a campaign

Since the same phone number might be associated with multiple Leads in a campaign, even after Deduplication, the system needs a way to honor dispositions or disqualifications across multiple contacts.

• For example, if someone calls John Smith at Keller Williams via [phone], and John says he's retired and no longer relevant for outreach, then:

  • Merely disqualifying the entire Keller Williams Account is insufficient (since if someone called John R. Smith at KW Realty, a separate account, they would be talking to the same person whose account was diqualified)

  • Merely disqualifying John Smith the Contact is insufficient (since if someone called John R. Smith at KW Realty, a separate contact, they would be talking to the same person whose contact was disqualified)

So, for all Campaigns, we have a separate table that has a deduplicated set of all the unique phone numbers found across the phone and mobile columns for all the Leadsin the campaign:

Campaign Phone Counts

We call this table Campaign Phone Counts, and this allows Caller (aka Fractional Rep)s to not just update the status of a contact, or an account as disqualified, but also update a specific phone number as disqualified, which will disqualify all matching phone numbers across all the leads in the campaign.