The eight call outcomes and what each one does
The whole table, and the consequence attached to each. Learn this once and your pipeline reports will reconcile forever.
Eight outcomes, and they fall into three groups. Learning the grouping is more useful than memorising the list.
One moves the stage forward. Three log the attempt and change nothing, which is what keeps somebody in tomorrow's list. Three are terminal and remove the contact from calling entirely. And one schedules something.
That structure is why you never need a separate suppression list: the terminal outcomes handle it by moving the lead stage.
Reference
Reached — spoke
Stage moves to Contacted. You had a real conversation with the person you meant to reach. This is the only outcome that advances the relationship.
No answer
Call log entry only. Stage untouched, contact stays in the list for another day.
Busy
Call log entry only. Stage untouched, so the contact stays in the list for another day.
Busy is different from no answer — somebody was there. Logging it accurately is what lets you notice a contact who is busy every time you ring, which is usually a timing problem rather than a lack of interest.
Voicemail
Call log entry only. Stage untouched, stays in the list. Reaching a voicemail is not reaching a person, and treating it as contact is how pipelines start lying.
Callback requested
Creates a callback task at the time you set. The stage is untouched — the person is still in play, which is correct.
Wrong number
Stage moves to Wrong number. Terminal: the contact leaves the calling list. A high rate of this outcome is a data problem worth investigating at source.
Not interested
Stage moves to Not interested. Terminal, and the contact leaves the list.
Do not call (DND)
Stage moves to DND. Terminal, and the one with genuine legal weight in most markets. Treat it as final and never build anything that quietly puts these people back into a list.
Put it to use
Check that your team agrees on the difference between "Not interested" and "No answer" after three attempts. The second is not the first, and a team that conflates them produces a pipeline that looks healthier than it is.
The parts people get wrong
- The three attempt-only outcomes deliberately leave the stage alone. That is what keeps somebody in tomorrow's list rather than silently dropping them.
- The three terminal outcomes remove a contact by moving the lead stage, not by a separate suppression setting. One mechanism, visible on the record.
- The dropdown label, the coloured line under it and what Save does all come from one table. They cannot disagree with each other.
While you are here
Does saving an outcome change anything?
Yes, and the dropdown says so before you commit. "Reached — spoke" moves the stage to Contacted. "No answer", "Busy" and "Voicemail" log the call and leave the stage alone. "Callback requested" creates a task. "Wrong number", "Not interested" and "Do not call" move the stage and take the contact out of the calling list.
What is the difference between an outcome and a lead stage?
An outcome describes one attempt. A lead stage describes the person over their lifetime. Queue state is a third thing, derived and read-only.