Beginners Guide for Call Disposition

 If you’ve worked in a call center, then you know exactly how much of a whirlwind it can be. There are countless inbound calls, irate callers, notes, and data logging agents have to handle. Moreover, your business needs data for the best customer experience. You cannot disturb your customer at odd hours to learn about their past calls/interests. So, what can you do? Integrate the Call Disposition feature into your contact center.

It lightens the load on call center agents and enables them to log all the outcomes of calls in detail. The feature allows agents to assign each call a particular category, including inbound and outbound calls. There is no easy tracking system than this.

Your business will have systemized data for each call, ensuring clear visibility across the entire team. Call disposition will ensure clear communication with callers while reducing the burden on agents after calls.

Eager to learn more? Keep on reading this guide! It will give you a detailed understanding of the feature, working, uses, and importance.

Let’s get started.

Definition of Call Disposition Codes

Across the market, call disposition is called with different names dubbed call tags or activity codes. Your business can utilize it to determine greater visibility of each incoming and outgoing call. Remember this phrase, 'in sales and customer support; there is no one-size-fits-all approach.' Agents will encounter different callers seeking demonstration, showing interest in products while some are unsure.

How will your agents describe the outcome of calls? 

By labeling them! Categorize all the outcome calls with call disposition codes. For example, the sales representative can mark the call as interested/uninterested, urgent/non-urgent, and more. Additionally, the information is available the entire time, keeping transparency and helping them to take future calls.

Working

Put yourself in the shoes of the agents. They have to answer various questions related to the call. What was the lead source? What was the concern, or interest of the caller? Call disposition makes it easier for agents to keep track of the answers to all the above questions.

Most contact centers utilize primary or secondary codes to best describe the call. However, the categories may vary based on the software system, type of business, type of calls, etc. There is often a list of predetermined call disposition codes in the CRM system, which can be automated.

The team gets more insights by attaching code to each call, helping agents to provide customer experience. Moreover, the working of the feature is simple.

For example, a prospect shows interest in one of your company products, and you want to keep the data in the log. Mark calls based on reasons like interested, uninterested, etc., from the list of categories available. The advanced call center control allows sales representatives to automate follow-up actions, like sending demo invitations, a thank you message, or a follow-up email.

Importance

No Manual Error

It reduces any chances of manual errors as the agents can log all the details during the call or after. DeepCall’s call disposition feature enables agents to log all the details in real-time, leaving no room for confusion or error. Hence, any new agent handling the caller can begin the conversation from where it was left.

Efficient Time Management

Agents don’t have to manually enter notes after each call, hence, ensuring efficient time management. It further enables agents to focus on caller's queries rather than worrying about after work.

High Data Accuracy & Compliance

The data is logically constructed and uniform. It allows agents and managers to freely rely on the information. The labeled call (connected, disconnected, inactive, busy signal, do not contact, etc.) helps your business to identify prospective numbers and remove them from the campaign list.

Increased Return on Investment

Every lead has a possibility of conversion, and to ensure that you need efficient data, communication, and offers. With these, any agent can maximize the likelihood of greater conversion. Moreover, you can automate every sales conversation to reduce the burden.

What is it Used for?

To Track Contact Reason: Understand the nature of calls and enable simplified classifying, indexing, and tracking of what is happening.

To Recognize Individual Coaching Needs: Use the reports and call longs for quality monitoring. Contact centers can analyze agents’ performance and advise them accordingly.

To Reduce Call Volumes: Identify the key reasons for the improvement in the contact centers and prioritize them to simplify the customer journey.

To Enhance Customer Experience: With this feature, businesses can fix and reduce the negative impacts on customer experience.

List of Call Disposition Codes

• Billing question

• Call transfer

• Callback

• Caller hung up/line dropped

• Cancellation

• Complaint

• New order

• No answer

• Not interested

• Product question

• Refund

• Wrong number, etc.

Improve Your Business Conversation & Productivity

Contact centers can spread the tedious task of taking notes with call disposition. Moreover, it helps in analyzing call patterns or mistakes. The feature further helps to leverage productivity in the contact center. Companies can reward agents whenever they made upsell or cross-sell while on the phone. Make the best use of the feature for lead generation, identify callers' concerns, data management & accuracy, etc.