When it comes to a contact center’s ability to satisfy customers, a call disposition code can be invaluable. This small feature within call center software has a great impact into how well a facility can perform ranging from internal collaborations to overall productivity. A simple code has potential to vastly improve the experience of both the caller and the agent.
Effective call center management includes the ability to rapidly understand who is calling. The addition of a call disposition code can help agents gain further insight into the mannerisms, behaviors and interests of the customer. This one tool is part of how to improve call center quality.
About Call Disposition
A call disposition is a term contact center’s often use to describe the outcome of a communication. These notes provide valuable data to the agents and managers, which help facilitate a better experience for the caller should he or she make contact again. It’s like leaving a post-it note attached to a file.
For example, a call disposition note could signify if an outbound call reached the intended person. Agents can then add more to it by stating whether or not a follow-up call is required. Notes can also be used to state if the line was busy or if the number for the intended individual had been changed.
One of the best practices is to include the call disposition within the CRM software. Because this platform is connected to everyone throughout the contact center itself, everyone can be on the same book and page. They can also be placed in reports and operational dashboards while being tracked in real-time.
Defining Call Disposition Codes
The call disposition code is essentially shorthand when referring to the progression of the communication. These activity codes will describe the call including the actions taken by the agent. At a glance, agents can determine:
- Type: such as reporting shipping issues, return authorizations or account information.
- Reason: such as purchases, filing complaints or changing shipping addresses.
- Outcome: such as resolutions, escalation or transfers to other departments.
- Future actions of the call center: such as follow-up communications, management confirmations or refund handling.
The reason why this is such an important aspect is because of the time that is saved. Agents have immediate access to pertinent information that may play a role in handling the call. These details can shave time in making adjustments, responding to inquiries and addressing how previous solutions were performed.
Using Call Disposition Codes
In many systems, a disposition window will pop up as soon as the agent is finished with a call. It will provide a list of codes regarding the progress of the communication. The agent will then select the appropriate code from the list and the data is saved for that particular customer.
For example, an outbound agent contacts a customer. However, the customer did not pick up but voicemail did. The agent leaves a message for the customer and then hangs up the call. When the disposition window pops up, the agent selects the control for “Left Voicemail” and the data is saved.
Other examples of customer codes could include:
- Abandoned in Queue
- Busy
- Blind Transfer
- Callback AM
- Callback PM
- Complete
- Complaint
- No Answer
These are only a handful of what is available, especially if the list includes custom codes.
Disposition codes take mere seconds to complete, but can be very beneficial to understanding progress. This data can assist everything from analyzing customer patterns to identifying agent practices in efficiency
Call Disposition Codes for Call Center Improvement
Disposition codes over a variety of improvements to any facility. From highlighting information about the caller to improving performance, it’s a versatile system with great flexibility.
Providing Information to the Entire Team
A disposition code keeps relevant information immediately available for the entire team. Instead of emails or calling managers to inform them regarding a call, it’s all available within the CRM. Anyone accessing the record at any point has the data available.
Streamlining the Follow-up Process with Efficiency
Agents and managers are advised when a record is labeled with the request for a follow-up. If a short message is included with the code describing the situation, others within the facility can act quickly and become more efficient when dealing with callers.
Instant Customer Overviews by Assigning Custom Labels
Sometimes disposition code labels may not fit the situation. Allowing agents to create custom labels to records fine-tunes the caller’s file with more precise information. This enhances the overview of the situation instantly.
Keeping Management Informed of Progress
Disposition codes give managers a quick and efficient way of being apprised of call progress. Instead of digging through the records and trying to interpret notes and other material, he or she need but to throw a quick glance at the label.
Keeping Track of Performance in Calls
Labeling the outcome of a call is also beneficial for tracking agent performance. For example, too many references to escalation may signify the agent needs further training or other type of problem that needs to be addressed.
Successfully Enhancing Calling Campaign Lists
Call campaign lists can be a pain to create over time. By design, labels can change all that. Because data can be exported by disposition code, this can greatly improve the time it takes to create such a list while delivering a collection of individuals most likely to have a positive end results.
Comprehensive Call Outcome Reports
Disposition codes deliver an excellent platform for analytics. At a glance, managers can see the overall effect agents have by determining calls that lead to sales, tech support references and more depending on how the system is set up. This could lead to vast improvements to customer service as well as marketing.
Disposition codes are useful when building effective call center management. They help agents understand customers while delivering a method to track overall facility performance. With a couple of quick clicks of the mouse, relevant data is saved to be looked upon by agents and managers alike. Because of the role these codes play, every contact center should implement the technology to help boost success.
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