Call Dispositions helps ensure quality customer service
With Clarity’s Call Disposition codes your customer service team can tag each call noting the outcome. This simple way of labeling inbound calls will keep track of what’s happening in your business.
Clarity’s communication system allows you to use fully customized labels and it only takes seconds for agents to tag calls with the right call disposition code. Track your teams activity as well as common sales or service issues.
Disposition codes are helpful for:
Letting the entire team know the outcome of the call
Each user can label the outcome of both inbound and outbound calls with disposition codes. This makes it simple for others 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 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 sales 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.
Noting billing codes, order numbers and account numbers
Clarity allows you to customize a note along with a disposition codes so you can add names, numbers, codes, etc. This makes it easy to find additional customer records associated with each interaction.
Scrubbing call lists of disconnected numbers, fax machines, etc.
Users 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 list managers can remove these phone numbers from your CRM, call lists, campaigns, etc. This will save your team 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
Clarity 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
Users can label a call “management follow up required”. This will alert a manager to: talk with the team member, 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 individual user and/or campaign performance: how many calls were resolved, how many required management attention, how many sales calls closed, how many calls were transferred, etc.
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
Appointment - Canceled
Appointment - Changed
Appointment - Confirmed
Appointment - Held
Appointment - Scheduled
Call Back AM
Call Back PM
Call Back Weekend
Inquiry - Prospect
Inquiry - Return Customer
Requires Supervisor Attention
After a call has finished, the user has the ability to set the call disposition in an automatic pop-up window, or manually on the Call History page. A new disposition window appears at the bottom right of the screen allowing the user to select a disposition code from a pull down menu of pre-defined codes. For example, the user 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.
To receive a pop-up disposition window, requires calls to route through a round robin or linear hunt call queue. If you would like this option, please call Technical Support at 800.676.3995.
Once a Disposition note has been added, the Disposition type will appear in the Disposition column of the Call History section. Users 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.
Finally, users with administrator permissions can click on the “export” button to generate an Excel CSV file with call history details, that will download to their browser. The CSV file will include the columns for disposition, reason, and notes.