Call Disposition

Call disposition serves as a classification or tag that denotes the result of either an inbound or outbound call. Once a call concludes, an agent chooses a code—such as 'deal closed' or 'requires follow-up'—to record the outcome. This uniform data enables teams to monitor performance, spot trends, and enhance their workflows without the need for extensive manual documentation.

These dispositions are essential for the efficiency of contact centers. They save agents time by substituting manual notes with swift, standardized labels for each call outcome. This approach minimizes human error, ensuring that the data gathered is precise and consistent for further analysis.

This dependable data provides managers with clear insights into team performance. By examining trends, leaders can pinpoint coaching opportunities, improve sales processes, and refine overall strategies. Such insights are vital for boosting customer satisfaction and achieving improved business outcomes.

Although call disposition codes can be tailored to meet specific business requirements, many common labels are utilized across various industries. These codes assist in categorizing call results for sales, support, and logistical tracking. They offer a quick overview of each call's outcome, ranging from successful sales to unreachable contacts.

While the terms call disposition and call outcome are often used interchangeably, they refer to different facets of recording call results.