Have you come across the term ‘call listening’? Every company
Contact centers can reduce their workload by implementing call dispositions. Simply put, it’s a way to keep track of the outcomes of calls, both
inbound and outbound. Using this method, you’ll be able to keep track of how well (or how poorly) calls are going, and you’ll be able to see how your team is doing.
For contact center and call center managers, the ability to track call outcomes and identify areas for improvement is a valuable asset.
What is call disposition?
The label or tag attached to the outcome of a phone call is known as a “call disposition“. There is no one-size-fits-all approach to sales calls, and some customers/prospects ask for a demonstration while others are unsure or uninterested. Regardless of whether or not a sale is made, the call dispositions are essential data that should be documented.
After a sales call, dialer CRMs demand agents to log the call’s outcome. A well-integrated CRM will prompt reminders and processes to keep things going for customers and businesses alike.
Once a customer agrees to purchase or wants a demo, their status in the CRM is marked as ‘interested.’ If the customer is added to the prospect list and demo invitations are sent, it will initiate a series of automated actions. The CRM will upgrade a customer to a DND list if the customer states that they are “not interested” for a reasonable amount of time until it is acceptable to re-engage with the client.
It is customary for call center agents to do disposition updates immediately following the completion of their after-call work (ACW). The next call is connected after the agent completes the disposition, and the agent must update the disposition promptly so that the workflow can proceed as planned.
The call disposition feature is frequently used in conjunction with codes to prompt the system about the call outcomes. Inbound and outbound telemarketing are separated to keep things organized. Customer tickets, transaction completion, follow-up emails, customer number disconnection, and more are all examples of information that call disposition codes might provide.
Most of the time, a disposition type has a subdivision, which helps narrow down the outcome of the call, which is beneficial.
Check out: Call Analytics
Inbound call disposition examples
Here are two instances of call dispositions with different sales motions to further show what call disposition could look like. the first is inbound call dispositions, also identified as “lead follow-up.” Some call disposition examples of this form are:
- No Answer; No Voicemail
- Left Voicemail
- Connected – DM: Qualified, App Follow Up
- Connected – DM: Call Back Requested
- Connected – DM: Qualified, App Taken by Phone
- Connected – DM: Qualified, Not Interested
- Connected – DM: Disqualified
- Connected – Gatekeeper or Future Follow Up
- Inactive/Wrong Number
- External Verification
- DNC (Do Not Contact)
Outbound call disposition examples
Other than inbound call disposition, outbound call disposition is another type often used in sales. Also known as “Prospecting” or “Cold Calling,” some outbound call disposition examples are:
- No Answer; No Voicemail
- LVM (Left Voicemail)
- Connect; No Conversation
- Convo: Not a No; Not a Yes
- Convo: Meeting Scheduled
- Convo: No
- Convo: Referral
- Convo: Company Poor Fit
- Convo: Rescheduling
- Meeting Confirmation
Also read: What is Abandoned calls
Useful call disposition codes
Call disposition codes are used to mark calls at a contact center to sort them into various categories. Agents in the call center can use these codes to provide details about the completed calls, such as:
- The reason for the call
- The type of the call
- Action required by the call center
The disposition window appears, and the disposition code is updated as soon as an agent completes a call. After that, the entire team can access that call information.
The problem of “low first-call resolution rates” can be effectively addressed by implementing call disposition codes such as:
- Abandoned in queue
- Appointment scheduled
- Disconnected number
- Incorrect number
- Not interested
- Product question
- Requires to follow up
- Requires supervisor attention
- Sales closed
- Tech support
You can customize these codes to fit your current process. Codes like the ones shown above are merely examples of what your call disposition function could look like. To get the best results, you should work with your agents to choose which codes to utilize.
How does call disposition benefit your business?
Call disposition has a substantial impact on your operations, and it can significantly improve your customer support and ensure constant revenue streams. Here’s why call disposition is essential for your business?
1. Applicable Data
The status of each phone call will be communicated to your operations team via call disposition. This data is critical since it helps identify the patterns in your telemarketing strategy. Team leaders can use this actionable data to identify areas for improvement or new revenue streams. Call dispositions will display the following information:
- Number of no responses or wrong leads
- Number of voicemails
- Calls closed in positive feedback
- Number of new leads generated via conversations
- First, call resolution rate
2. Saving Agent Time
Your agents will be more resourceful if they smartly tag the calls with appropriate call dispositions. This saves valuable agents time, increases productivity, and relieves them of mundane tasks.
3. Data Accuracy and Compliant
With call disposition, call data is logically constructed and is more uniform. Your agents and managers can rely on this information without performing any additional verification.
Using call disposition codes, callers can be labeled as disconnected, inactive, or a busy signal; do not contact; erroneous number; and so on. Businesses can use the disposition code to identify these numbers and remove them from the campaign list. When the new list is created, this will allow for greater efficiency and compliance with the DNC (Do Not Call).
4. Improved Customer Engagement
You can evaluate and learn about diverse client behaviors using call dispositions. As a result, your team will be able to design a customer interaction strategy tailored to their specific needs. You can modify your call campaigns as often as necessary to meet your KPIs.
5. Increased ROI
Every lead is a possible source of income. To get the most out of each lead, you need a sales process that maximizes the likelihood of greater conversion. You may automate every sales conversation with the aid of call disposition.
Call disposition is an essential feature of call centers. Calling agents are spared the tedious task of taking notes, and it analyses each input to point out any patterns or mistakes.
Many companies have come up with creative ways to leverage call dispositions. For example, rewarding the agents whenever they made an upsell or cross-sell while on the phone. The call disposition made it easy to identify the agents and the calls.
Analytics will play a key role in the future of call centers. Using call disposition trends to forecast hot leads will become a vital component of lead generation.