We are happy to introduce a new feature – Disposition Codes and Call Notes. Call disposition codes are descriptions of the final outcome of the call. These codes are a simple way to label inbound and outbound calls and help keep your entire team on the same page. The code will be applied to the call log in the contact’s profile as well as on the recent calls lists. With a quick glance, anyone accessing that call’s information will know if the issue was resolved, the sale was completed, the customer called to complain, the number is disconnected or the interaction requires follow up and further attention.
Talkdesk allows managers to create as many disposition codes as they would like. These will then be loaded into a dropdown menu for agents to choose from. Agents can assign disposition codes based on the call outcome (e.g. sale completed, issue resolved, call transferred, etc.), purpose of the call (e.g. complaint, refund, cancellation, tech support, etc.) the quality of the phone number (e.g. disconnected, busy, fax machine, etc.), quality of the call (e.g. bad signal, dropped call, etc.), events that happened during the call (e.g. billing code, sales receipt, order number, account number), etc. Disposition codes are completely customizable so the way your team uses them is only limited by your imagination!
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Disposition codes are helpful for:
After a call has finished, there will be a popup on the screen that will allow the agent to select a disposition code from a pull down menu of pre-defined codes. For example, the agent may select “left voicemail”, “wrong number”, “follow up immediately”, “disconnected number”, etc. The agent can also add a note to the call from the call summary screen.
This code will be displayed on the call summary under the “Activity” tab in the contact’s profile. In the following example, the disposition code is “Appointment Held”:
Agents can also add disposition codes during the call, or after they have accepted more calls by clicking the “add disposition code” button on the contact’s profile.
Sample Disposition Codes
If you’re looking for some inspiration for disposition codes, here is a list that should help out: