Dependable Call Exchange

The Playbook

If you’re a buyer or publisher, this playbook shows how calls are qualified, routed, and reviewed—so you know exactly what to expect.

How Dependable Works

  • Publisher Traffic

Compliant ads/landers send callers via dedicated tracking numbers per source/creative.

  • TrackDrive Direct Connect

Calls connect directly to an available buyer via TrackDrive, our real-time call-routing platform.

  • Smart Routing Rules

Open hours, geo, caps, and overflow logic ensure calls reach ready agents only.

  • Outcome & QA

AHT, duration, intent, eligibility recorded; samples reviewed; alerts on anomalies.

We run campaigns, not one-off “matches.” Partners join defined programs with shared rules.

What Counts as a “Qualified Call”

Clear, shared definitions reduce disputes and focus optimization on outcomes.

Buyer Definition

  • Minimum duration: e.g., 90–120s connected with an eligible agent.

  • Geo & hours: Allowed states/ZIPs and staffed windows only.

  • Intent signals: source/creative metadata + agent notes confirm purpose.

  • Exclusions: repeats within 90 days; unsupported needs; after-hours.

Supplier Checklist

  • Send clear intent relevant to the campaign scope.

  • Respect geo/hour rules; exclude blocked states/ZIPs.

  • Accurate disclosures; avoid government-affiliation confusion.

  • No repeats within 90 days or unsupported inquiries.

Our Quality Promise

Ethical disclosures

Accurate claims across ads, landers, and call routing. We review materials and flag risks early.

Transparent rules

Documented rejection reasons, evidence standards, and clear eligibility definitions.

Attentive support

Fast dispute timelines, weekly KPI snapshots, and change proposals backed by data.

For Buyers: Read This Before Your Call

Discovery Inputs We’ll Ask For:

  • Verticals, target geos/ZIPs, time zone, staffed hours/holidays.

  • Capacity by hour, agent concurrency, min duration, exclusions.

  • CRM destination / API mapping and compliance contact.

What You'll Receive (Routing Sheet)

Numbers list, open hours, caps, overflow rules, routing config, rejection matrix, dispute contacts/SLA.

Calibration & Weekly Optimization

Approve 3 sample calls for intent; confirm QA rubric; weekly snapshot with Accepted%, AHT, CPA/Qualified, top rejections + actions.

Buyer Readiness Checklist

  • Provide staffed hours, caps, exclusions, emergency contact.

  • Confirm min duration & approved rejection matrix.

  • Validate CRM field mapping and privacy requirements.

For Suppliers: Read This Before Your Call

Vetting Requirements

  • Traffic source URLs, sample creatives/landers, disclosures, references.

  • Networks: sub-ID transparency and sub-publisher policy acceptance.

Enablement Pack

Tracking numbers per geo/creative, payout & min-duration, caps/hours, creative guardrails, routing notes.

Live Monitoring & Tiering

  • Alerts: short-call spikes, after-hours attempts, complaints.

  • Tier rules: stability and low complaint rate unlock higher caps & bonuses.

Supplier Readiness Checklist

  • Lander screenshots with disclosures visible; no gov-affiliation confusion.

  • Opt-in/consent proof if using SMS; STOP/HELP functioning.

  • Sub-ID plan and escalation contacts shared.

Rejection Reasons & Disputes

Shared evidence standards shorten resolution cycles and keep programs healthy.

Code

Description

Example

Evidence We Provide

R01

No Agent Available

Buyer queue full/closed

Queue logs; staffing schedule snippet

R02

Under Min Duration

Disconnected at 42s

CDR with connect/disconnect timestamps

R03

Out-of-Geo

ANI/ZIP not in allowed list

--

R04

Disqualified Intent

Caller seeking unrelated service

Recording clip with timestamps; agent notes

R05

Repeat Caller (90 days)

Caller returned within exclusion window

Caller history report

R06

Compliance Flag

Misleading creative/disclosure gap

Lander/ad screenshots; policy references

Dispute SLA

Acknowledge in 1 business day → Evidence by day 3 → Final decision by day 5–10 (or QA board escalation).

Security & Privacy

PII Minimization

We collect only what’s needed for routing, QA, and dispute evidence.

Access & Redaction

Role-based access; recordings redacted before sharing; audit logs retained.

Retention & DPAs

Time-boxed retention; vendor data processing agreements in place.

Operational guidance only—not legal advice. We’ll review your specific use case on the onboarding call.

What We’ll Cover on Your Onboarding Call

  • Confirm your definition of “qualified”

  • Approve rejection matrix

  • Walk TrackDrive routing & test numbers

  • Set caps & hours and escalation contacts

  • Weekly KPI cadence & change management

FAQs

What happens to after-hours calls?

Friendly closed message; they’re excluded from billing and analyzed for capacity planning.

Do you use an IVR menu?

No—calls are routed directly via TrackDrive to an available buyer; no keypad menus.

Do you allow sub-publishers?

Yes, with sub-ID transparency, audit rights, and adherence to creative guardrails.

How are disputes decided?

Against the shared evidence standard: CDR timestamps, recording clips, number mapping, and the approved rejection matrix.

Compliance Footers & Messaging

SMS (first message example): “By providing your number, you agree to receive program messages from Dependable Call Exchange. Msg&Data rates may apply. Reply STOP to opt out, HELP for help.”

Email footer: Include your physical postal address and an unsubscribe link.

Copyright 2026. Dependable Call Exchange. All Rights Reserved.