New Feature: Call Disposition Codes

Disposition codes are helpful for:

• Letting the entire team know the outcome of the call
  Each agent can label the outcome of both inbound and outbound calls with disposition codes. They can also write notes to further explain what happened with the call. This makes it simple for other agents to understand exactly what happened on the call, how successful it was, if it requires further attention, etc. just by looking at the disposition code. It also increases agent accountability, team transparency and collaboration.

• Designating a required action
  Agents can assign disposition codes that will alert the team, management and themselves that follow up action is required. For instance, if they label the call “follow up am” they can move the contact to a list to follow up with the following morning. If they label the call “phone disconnected” a team member who is scrubbing the upcoming campaign list can remove the phone number from the list. This will keep your entire team in the loop, no matter how dispersed or busy they are.

• Assigning billing codes, order numbers and account numbers
  Talkdesk allows you to customize the disposition codes so you can make them names, numbers, codes, etc. This makes it easy to assign billing codes, order numbers and account numbers to each interaction. Using these codes can help increase billing efficiency and workflow organization.

• Assigning tags for routing purposes
  Managers and agents can use the disposition codes to inform the tags they use to route callers. For instance, an agent can apply the disposition code “prefers Spanish” and subsequently apply a tag so the caller is routed to Spanish-speaking agents next time they call. This will enhance team efficiency and the customer experience.

• Easily keeping track of calls when using the power dialer
  When your agents are using the power dialer they don’t have time to open each contact, write a note, save it and be ready in time for the next contact. With this new feature, before the power dialer moves to the next contact, the agent can easily select a disposition code from the pull down menu on the screen pop. This makes it simple to keep track of all calls, even when using the superfast power dialer.

• Scrubbing call lists of disconnected numbers, fax machines, etc.
  Agents can label each call with the type of phone number. For example, they can label: “disconnected”, “fax machine”, “busy signal”, “incorrect number”, “inactive number”, etc. and managers can remove these phone numbers from your CRM, call lists, campaigns, etc. This will save your agents time and frustration from calling dead-end phone numbers.

• Organizing and sorting calls by call type
  Agents and managers can easily sort and organize calls by call type such as: “follow up needed”, “sale closed”, etc. This will make it simple to keep track of all customers, so no one falls through the cracks.

• Compiling lists based on disposition codes
  Talkdesk makes it simple to sort calls by disposition code. This is a great way to compile lists of contacts to: follow up with, send out the latest promotion, send thank you emails, etc. Managers can also use this sorting feature to compile and assign call lists to each agent the next day. This feature makes staying on top of things easy.

• Keeping management informed and efficient
  Agents can label a call “management follow up required”. This will alert a manager to: talk with the agent, listen to the call recording or immediately follow up with the contact. Managers can also compile lists of contacts with this tag applied, so they can keep track of exactly who to follow up with each day. Finally, management can use these tags to gain an overview of agent and campaign performance: how many calls were resolved, how many required management attention, how many sales calls closed, how many calls were transferred, etc.

How to

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:

• Abandoned in queue
• Abandoned on agent
• Answering machine
• Appointment held
• Appointment scheduled
• Busy
• Billing question
• Blind transfer
• Callback am
• Callback pm
• Callback weekend
• Call conference
• Cancellation
• Complaint
• Complete
• Disconnected number
• Fax/data/modem
• Incorrect number
• Inactive number
• New order
• No answer
• Not interested
• Product question
• Requires follow up
• Requires supervisor attention
• Refund
• Sale closed
• Software error
• Tech support
• Warm transfer