What is Call Disposition? A Guide for Call Centres

The term ‘call disposition’ is used to determine the outcome of a call. Call disposition (also known as call tags or activity codes) can help categorise calls based on their outcomes, such as whether a sale was made, if the number was incorrect, or whether a follow-up call is needed.

Throughout this blog, we will explore everything you need to know about call disposition, including the benefits and how it works. For more information, read on.

What is A Call Disposition?

As briefly mentioned before, call disposition can help to categorise calls and determine the outcomes.

It is a valuable tool for call centres as it can help agents understand what they are doing right during phone calls and identify areas of improvement.

Call disposition involves recording the outcome of a call and logging the outcomes.

It is a key part of inbound and outbound call centres as it can improve customer service and help call centres run smoother. But how exactly does call disposition work? Keep reading to find out!

How Does Call Disposition Work?

Now that you have a better understanding of what call disposition is, let’s explore how it works:

1. After an agent finishes their conversation with the customer, the call disposition process begins.
2. Once the call has finished, the agent will select the most appropriate disposition code that best describes the outcome of the call. 
3. The code is then recorded in a call management software or a CRM system, which creates a record of the call result.

All data that has been collected from call outcomes is often used for analysis, tracking, performance, and report generation.

The information collected can then be used to help evaluate agent performance as well as improve customer service.

Examples of Call Disposition Codes:

The outcomes of calls are categorised to best suit the phone call. Here are some examples of call disposition codes:

• Resolved: The customer's concerns/issues were addressed and resolved successfully.
• Not Interested: The customer didn’t want to hear more about your product/service.
• Unresolved: The issue during the call was not resolved.
• Escalated: The customer escalated the issue to a higher level of management.
• Wrong number: The call was made to the wrong number
• Voicemail: The customer didn’t respond to the call.
• Sale completed: A successful sale was made during the call

If you notice that you have quite a few unresolved issues or calls that have escalated, then you will be able to identify where you are going wrong and what you can do to resolve the issue. This is why call disposition is so important. 

Not only does it help simplify operations, but it also provides agents with the insights they need to provide the best possible service.

Why is Call Disposition Important?

Call disposition allows agents to quickly and efficiently categorise call outcomes without having to spend time taking notes.

This reduces agent idle time and simplifies operations. But why is call disposition so important? Keep reading to find out!

If you work in a call centre, then you understand how busy and stressful it can get, especially when it comes to handling multiple calls.

Call disposition can help simplify your day-to-day operations by removing the need for agents to write down outcomes.

Call disposition also ensures that team members have consistent and accurate information about previous customer conversations, which allows for better follow-up calls.

Moreover, call disposition allows you to spend more time answering phone calls and less time organising call outcomes into different categories, which can increase sales and improve customer satisfaction.

What Are the Benefits of Call Disposition?

Call disposition is a great way to improve customer service, evaluate agent performance and save time. Call disposition codes are a valuable tool for many call centres.

Here are some of the many benefits of call disposition for call centres:

• Improved efficiency: Call disposition codes allow agents to quickly and efficiently categorise call outcomes, which can save time, allowing them to move onto the next call quicker.
• Simplified team coordination: Call disposition makes sure that all agents can access information about previous calls and customer interactions.
• Improved data insights: Call disposition codes to allow businesses to analyse trends in customer interactions and agent performance.
• Enhanced customer service: Categorising and tracking call dispositions provides agents with insights regarding customer needs and pain points.
• Identify areas for improvement: Call disposition allows you to identify what you are doing wrong during the call.

As you can see, incorporating call disposition into your call centre can provide you with many benefits and simplify operations.

Key Takeaways

Call disposition is a key tool for call centres looking to improve operational efficiency, enhance customer service and gain valuable insights. 

A call centre that uses call disposition can streamline their operations, increase productivity and agent performance and increase customer satisfaction.

Make sure to regularly review call disposition codes and analyse the data that you collect.

By now, you should have a better understanding of what call disposition is and the benefits it can offer. Here are some key takeaways for you to remember:

1. Call disposition can improve customer service
2. Call disposition is used to categorise the outcome of calls
3. Call disposition is also known as call tags or activity codes
4. Call disposition ensures that team members have consistent and accurate information
5. Call disposition allows for real-time monitoring

So, if you feel your call centre would benefit from categorising calls to identify pain points, increase customer satisfaction and reduce idle time, then call disposition may be the solution for you!