What is Call Disposition?
Call Disposition is custom labeling that describes the outcome of a call. These labels are applied to call records to categorize or describe a call. Some of the common labels are “interested”, “not interested”, “left voicemail”, or “no longer in service.” Call disposition is an effective seamless technique to encode the status of the recently ended call and is valuable in personalizing prospecting. Sales reps use call disposition codes to point out:
- Type of call
- Reason for the call
- Categorization of the call
- Action taken by the sales rep
- Action required by the contact center
Most of the CRM platforms provide a call disposition feature. This tool is equipped with codes that provide remarks on the outcome of an agent’s concluded call with a client. It also serves as a clear distinction to separate inbound and outbound calls to maintain the team’s alignment.
Using call disposition codes with automation can help salespeople streamline manual and tedious tasks - so reps can focus more on selling and less on manual tasks like follow-ups, saving call details, and manually adding information to contact profiles. By tracking call outcomes, sales managers can gain valuable intelligence that they can use to optimize their teams’ sales process. By tracking different disposition metrics, sales managers can gain insight into ways to improve their teams’ sales process. Disproportionately high outcomes showing disconnected or rejected calls can alert sales managers of systemic opportunities or problems. As an example, if there are too many call dispositions showing disconnected numbers, it can indicate that a rep’s lead list doesn’t have accurate prospect data.
How do call dispositions work?
Imagine you’re an inside sales rep dialing down a list in the midst of an outbound call campaign. After each call, you have to answer several questions. Did you reach the intended target? Is a follow-up task required? If so, what action must be taken? Was the line busy? Was it the wrong number? Rather than manually taking notes then organizing and including them on a lead or contact record after every call, you can use a one-click call disposition to instantly record the result and get on the phone again.