Stop, Do-Not-Call and Wrong Number Requests

Before you dial

• You know your campaign's DNC and WRONG codes and can enter them in under 10 seconds
• You have read Compliance Basics for Calling and Texting and passed its quiz at 100%
• You know your campaign's approved answer to "How did you get my number?"
• You know who to escalate legal language to (your Campaign Lead)

The one rule

Any request to stop, in any wording, is honoured immediately and permanently. No questions, no "are you sure", no last pitch. US rules allow companies a short window to process opt-outs. The Narqix rule is before your next dial.

The flow

1. Recognise the request

All of these are stop requests:

• "Stop calling." / "Don't call me again." / "Take me off your list."
• "Remove my number." / "Put me on your do-not-call list."
• "Leave me alone." / "Never call here again."
• "Stop texting me." / STOP, QUIT, END, REVOKE, OPT OUT, CANCEL, UNSUBSCRIBE (by text)
• "I'm not interested, don't call back."
• The same in any language
• A family member answering the number: "My father doesn't want these calls."

Why it works: if you treat every version as a stop request, you can never get it wrong.

2. Confirm, apologise once, end

You: "Understood. I'll remove your number right now. Sorry to bother you, and have a good day."

Then end the call. Let them hang up first if they want to say more, but do not continue the conversation.

Why it works: it is short, respectful and gives them exactly what they asked for. People who are respected rarely complain.

If they say "Make sure you actually do it!"

You: "I will. I'm removing it now, while we're on the phone."

Code it while you are still on the line if your system allows.

If they ask "How did you get my number?"

You: "(YOUR CAMPAIGN'S APPROVED, TRUTHFUL ANSWER). I've removed your number, so you won't hear from us again."

Never invent a source.

If they ask for the company's name, address or do-not-call policy

You: "Of course. I'm calling on behalf of (COMPANY NAME). I'll pass your request for (WHAT THEY ASKED FOR) to my manager today."

Do not guess legal details. Escalate the same shift (this can be an early sign of a legal complaint).

If they mention a lawsuit, the law, a regulator or "I'm on the Do Not Call list"

You: "I understand, and I'm sorry. I've removed your number, and I'll pass your concern to my manager today."

Do not argue, explain the law, or admit fault. Code DNC and escalate to your Campaign Lead the same shift as P1.

3. Wrong number

Them: "You have the wrong number." You: "I'm so sorry about that. Just to confirm, you're not (CONTACT FULL NAME)?" Them: "No." You: "Thank you. I'll update our records so you don't get another call about this. Have a good day."

Code WRONG for this person and number. Do not ask for the contact's details unless your campaign script allows it, and never share why you were calling.

If they say "Wrong number, and stop calling"

Treat it as both. Code DNC for the number (which also prevents calls about anyone else on that number), and WRONG for the contact.

If they say "That person passed away"

You: "I'm very sorry for your loss. Thank you for letting me know. I'll update our records right away so you're not contacted about this again."

Code as your campaign instructs (often WRONG or a deceased code) and add a note. If they ask not to be contacted, code DNC. Be gentle; do not try to continue the conversation unless they clearly want to.

4. "Not interested" without a stop request

"Not interested" on its own is not always a stop request. Offer the choice once, politely:

You: "Understood. Would you like me to remove your number from our list, or is it OK if we check back in a few months?"

• If they want removal, or say anything like "don't call", code DNC.
• If they agree to a later check-in, code NI (or your campaign's follow-up code) with the date.
• If they hang up or do not answer the question, code NI and follow your campaign's rule. When in doubt, choose DNC.

Texts

They reply	You do
STOP, QUIT, END, REVOKE, OPT OUT, CANCEL, UNSUBSCRIBE	System usually opts them out automatically. Confirm the opt-out happened. At most one confirmation message if your campaign uses one. No further texts.
"Stop texting me" / "Who is this? Don't text me" / "Remove me"	Treat as opt-out. Code DNC manually right away.
"Wrong number"	Code WRONG (and DNC if they also ask to stop). Do not reply further unless your campaign sends one short apology.
Rude reply with no stop request	Do not argue. Follow your campaign's rule; most treat clear hostility as DNC.

Approved confirmation text (if your campaign uses one):

"You've been unsubscribed and won't receive more messages from (COMPANY NAME)."

Objections

There are no objections to handle in an opt-out. The request always wins. The only things you do are confirm, apologise once, code, and escalate if there is legal language.

Temptation	Why it is wrong
"Can I just ask one quick question first?"	Continuing after a stop request is a compliance breach and an auto-fail
"Are you sure? It's a great offer."	Pressure after a stop request; auto-fail
Calling back later "to confirm"	That is another unwanted call
Coding it NI because they did not use the word "stop"	Any reasonable wording counts as a stop request
Waiting until end of shift to code it	Another caller or the dialer could reach them in the meantime

After the call

Code the disposition before your next dial or text, then add a short note:

(DATE) (TIME AND ZONE) · (CALL OR TEXT) · DNC (or WRONG)
Who: (NAME IF KNOWN, OR "UNKNOWN PERSON AT THIS NUMBER")
What happened: Asked not to be contacted. Their words: "(SHORT QUOTE)"
Key details: Number (LAST 4 DIGITS); coded DNC at (TIME AND ZONE)
Promised: Number removed
Next step: None. Escalated to (ROLE) at (TIME AND ZONE) if legal language was used.

Check yourself

1. A homeowner says, "I'm not interested, please don't call back." What code?
2. When must the DNC be entered?
3. Someone says "wrong number". What do you never share?
4. A caller says, "Send me your do-not-call policy." What do you do?
5. Someone texts "who is this, remove me". The word STOP was not used. What do you do?

Answers

1. DNC.
2. Immediately, before your next dial or text.
3. The reason for your call, or any information about the contact.
4. Say you will pass the request to your manager today, code DNC if they asked to stop, and escalate to your Campaign Lead the same shift.
5. Treat it as an opt-out and code DNC right away. No further texts.

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