Why Call Center Managers should focus more on Call Disposition Codes?


Call center managers want their team to excel in all the required fields for satisfying customers, whether it is from resolving a customer query to explaining the features of the particular service or a product. But do managers think about the plight of their agents after handling a frustrated customer due to lack of information and long call back periods? Customers wish to get the best out of the service or product purchased by them. But these days happy customers are becoming myth. This is mainly due to lack of attention or priority being provided to them. It’s not the fault of agents if they forget to call a high priority customer or they keep on asking the same customer about the issue they are facing rather it is because of the software they are using.

Call disposition codes allows the agents to apply quick labels to describe a disposed call. The availability of details in advance helps in effectively addressing the issue of customers. This reduces the total time taken by the agent for addressing a query. Call disposition enables the agent who handled the call to indicate:

  • The type of call

  • The reason for the call

  • The outcome of the call

  • Or to designate a required action

Disposition window pops out as soon as the agent finishes the call. The agents can simply select appropriate code from the list and hence can effectively manage the conversations happening. For example: If an agent calls a customer and the customer did not answer the call, here the disposition code as “Not Answered”. This feature is beneficial for the agents as it helps in keeping track of customer conversation history that can be utilized later. Let’s discuss about the top benefits of having call disposition codes in a contact center:

Real time experience to the agents: Call disposition provides real time experience to the agents as they are well informed about the status of the call and the kind of conversation that has been done with a particular customer. When the agent finishes a call, the disposition window pops out and thereafter the agent can use the disposition code for marking the status of the call. If further more details of the call are to be recorded, in that case the agent can create a note. Hence anyone in the team has the access to view the information for reference  related to a particular call if they encounter a similar customer, thus can prepare themselves accordingly.

Follow up reminder to agents: If an agent faces a customer that requires a follow up, in that situation the disposition code “follow up” can be used by the agent for marking the status. The next agent who is responsible for the follow up can thereafter handle the call further as per the request of the customer. They can also add additional note if required and can later on change the disposition code if the query of the customer gets resolved. This will help in initiating a streamlined process of follow up at all levels of interaction.

Successful creation of calling campaigns: Disposition codes help in creating optimal calling campaign lists with the prerecorded information by the agents. Hence the agent can target  customers who have given positive response before and more likely seem to be prospects. Agents can simply sort the existing contact lists based on disposition codes and export the same for emailing further. For example: A call disposed with the code “repurchase” can likely be a prospect than a call disposed with the code as “complaint”.

Designate specific labels for a glimpse of customer overview: There might be a situation where the agents are focusing more on customer information that are valuable or of high importance to their organization. Here it would be a waste of time to view the complete details of the customer and hence the disposition codes that are most admissible to the agents can be created. This will provide them with ease of viewing specific customer details at a glance.

Deep insights on call performance: Call disposition codes help contact center managers in keeping a track of the call performance. Managers who like analyzing more targeted call center metrics love disposition codes. They can exactly view the call outcomes , i.e, the number of  calls resulting in a sale, answering machine, dropped call, busy signal, return, etc. With this information, managers can analyze the pattern being followed by each agent. Hence can formulate effective strategies and policies accordingly for training their team.