Call disposition codes are also known as call tags or activity codes. Once an agent completes the call, they are prompted to allocate a correct disposition code (disposition category) that best describes the call. These categories may vary based on the software system used. Most contact center software tools allow setting up custom call disposition codes as well as attaching multiple codes to a single call.
Some of the most common examples of call disposition categories are:
- No answer – Call went unanswered
- Busy signal – Line was busy
- Abandoned in queue – Customer hung up while waiting
- Disconnected – Call was disconnected
- Callback – Customer requested a callback
- Left voicemail – Message was left on voicemail
- Interested – Customer showed interest
- Not interested – Customer showed no interest
- Demo booked – Demo appointment was scheduled
- Appointment scheduled – Meeting was scheduled
- Deal closed – Sale was completed
- Requires follow-up – Follow-up action needed
- Do not contact – Customer requested not to be contacted
- Incorrect number – Wrong number dialed
How Does Call Disposition Work?
For example, a prospect shows an interest in purchasing or getting more information about a company’s product on a cold call. A sales representative marks them as ‘interested’ by choosing the appropriate category from the list of available options in the dropdown menu.
You can even set up some automated follow-up actions, such as sending demo invitations, a thank you or a follow-up email, or a drip campaign. Alternatively, if a prospect doesn’t express any interest at all, an agent labels them as ’not interested’. The CRM system may then move them to a ‘do not contact’ list for a certain amount of time until it’s reasonable enough to approach that prospect again by your sales team.
Why is Call Disposition Important?
Saving Agents Time
It removes the need to manually enter notes after each call and therefore, it allows for efficient contact center management. By using standardized disposition codes, agents can quickly categorize calls without spending time writing detailed notes.
Less Room for Human Error
Call disposition data is standardized and automated and thus results in greater data accuracy. This ensures consistent tracking and reporting across the entire team.
DNC Compliance
By labeling failed calls, agents can easily identify unproductive numbers by the disposition type and optimize call lists. This helps maintain compliance with Do Not Call regulations and prevents unnecessary contact attempts.
Insights
By tracking outcomes of calls and analyzing disposition metrics, sales managers can use this valuable intelligence to optimize their sales process. Understanding which disposition codes appear most frequently helps identify trends and areas for improvement.
Customer Satisfaction
Call center managers gain better insight into customer goals and customer behaviors which allows for delivering higher levels of customer service. This understanding helps create more targeted and personalized interactions.
Key Benefits of Call Disposition
Streamlined Follow-up Process – Disposition codes make it easy to identify which customers need follow-up and what type of follow-up is appropriate.
Improved Campaign Effectiveness – By analyzing disposition data, teams can refine their calling strategies and focus on the most productive approaches.
Better Resource Allocation – Understanding call outcomes helps managers allocate agents and resources more effectively.
Enhanced Reporting – Disposition data provides valuable metrics for performance reports and KPI tracking.
Increased Productivity – Agents spend less time on administrative tasks and more time on productive customer interactions.