Nearly all call center managers understand the importance of equipping their team with the call center software and associated tools that they need to excel. However all too often, when searching for a new call center software solution, call disposition codes are not high on their list of must-have call center software features. This is a costly oversight. Call disposition codes are a simple feature that have an enormous impact on call center productivity, collaboration and customer satisfaction ratings. They are one of those features that call centers cannot afford to be without.
Call disposition codes, or activity codes, are quick labels that can be applied to call records that describe the call. They allow the agent who handled the call to:
Call disposition codes take seconds for the call center agent to apply and capture relevant information about the call that teams need to thrive. After an agent finishes the call, the disposition code window pops up in their browser. They can easily select the code from a dropdown menu and apply it to the call record with a click of their mouse. Call disposition codes are therefore a quick and easy way to label calls and keep track of customer contact history so that no detail about the call slips through the cracks.
Below is helpful information about call disposition codes as well as the top 7 benefits of using call disposition codes in the call center:
Making sure all relevant parties are informed about the outcome of calls can be a time consuming process in the call center. Agents typically send out an email to their colleague, walk over to the agent who asked for an update, call a manager or chat with the tech support team. With call disposition codes, this inefficient process can be thrown out the window. When a call has finished, the agent can simply select a call disposition code from a dropdown menu. If they would like to add more call details than the code can capture, they can write a note. As soon as the agent applies the code it will be updated in the CRM, call center software and helpdesk. Thus, anyone on their team can access this information in real-time just by opening the customer’s activity history. This makes it simple for the entire team to be informed about the outcome of the call as soon as it finishes.
If an agent finishes a call that requires follow up from their teammate or manager, they can easily add the call disposition code “Follow Up Required” and a note to the call record. The agent assigned to the contact will then see this code when they open the contact and know immediately that they need to follow up with the customer. The agent can open the note to view the details and also add their own note or change the call disposition code as needed. This makes it simple to alert teammates to follow up with a customer so that everyone can remain on the same page.
Does your team constantly reference customer information that is company-specific? Would it be helpful for agents to see this information at-a-glance? Create customized call disposition codes to reflect the customer data that is most relevant to your team. This will allow your team to gain a more comprehensive overview of the customer just by opening their account history.
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Making sure your call center remains DNC compliant can often be a difficult and time consuming process. Using call disposition codes can make this a bit easier. Agents can label each call with the following codes: “disconnected,” “fax machine,” “busy signal,” “incorrect number,” “inactive number,” “requested no contact,” etc. These phone numbers can then be removed from campaign lists, call center software and CRM so that they aren’t contacted in the future. Scrubbing call lists and your CRM using call disposition codes makes it simple to ensure that your team remains DNC compliant.
Creating optimal calling campaign lists can mean the difference between a successful call campaign and a waste of time. With call disposition codes, it is simple to create campaign lists with only the contacts who are most likely to have a positive response. Simply sort contact lists based on disposition codes and export the list in .csv format. Then email the list to all agents or a subset of agents for them to import as their contact list. This makes it simple to create a calling campaign list that has the potential for big results.
Call center managers don’t have a lot of time to dig through a customer’s call recordings and contact history searching for the outcome of an important call. With call disposition codes, they don’t have to. They can see the disposition codes that were applied to the interaction from the customer’s activity history. This makes it easy to gain a comprehensive understanding of call outcomes in seconds.
Managers who like analyzing more targeted call center metrics love call disposition codes. They allow them to view exactly how many (and the percentage of) calls resulted in a sale, answering machine, dropped call, busy signal, return, exchange, escalation to manager, transfer to tech support, etc. Essentially any call outcome that is meaningful to the team can be turned into a disposition code and tracked over time. Call disposition codes are therefore an awesome tool to keep managers informed of the metrics that matter most to them.
Call disposition codes are a simple, yet powerful tool that keeps the entire team on the same page and allows call center managers to gain a comprehensive understanding of metrics that are most meaningful to them. Next time you’re on the market for call center software make sure call disposition codes are on your must-have feature list. Doing so will ensure that your team has the tools they need to acquire relevant data about their callers so that no detail slips through the cracks.