Call Disposition is a jargon that runs within the call center circles, signifying a label that is attached to every call, describing its outcome.
They help to categorize calls based on the outcomes. Analysis of these call disposition codes allows contact center agents to determine information about the disposed calls such as the reason for the call, outcome of the call, action on part of the call center if required – such as follow-ups to be carried out, etc. – and also enlists the types of calls made.
Contact centers are committed to providing the best available tools and services to their employees by using the finest call center software so as to maximize efficiency.
However, all too often call disposition codes are not researched enough when it comes to looking for software solutions to deal with new problems. Here I will talk to you about the role that Call Disposition Codes play in the call center business and some tips to implement it.
Call disposition codes allow managers to have a comprehensive idea about how the performance of their call centers is. The availability of such a large amount of data helps in executing future decisions based purely on customer-provided data.
Additionally, because calls are sorted into categorized lists, this ensures that call center employees filter out those users who are known to be unresponsive or disconnected and provide sufficient time and resources for those which are likely to translate into sales.
In this era of big data and analytics, information is power. Call Disposition codes are a fast, easy manner or organizing the raw data into meaningful sectors.
It takes only a couple of seconds for any agent to select from a dropdown list based on the call they have just made. With minimum effort, you ensure a complete catalog of customer history with every call labeled according to relevance.
Call disposition codes are an important feature for a call center to run efficiently. Disposition codes work in tandem with other tools such as Call Notes – which provides a space to provide more detailed information about a call than simply attaching a label – or Helpdesk Integration techniques that can synchronize the call disposition codes with customer history in your CRM.
This leads to far better customer service since the call center knows all pertinent information about the client along with call history.
Thus we see that using call disposition codes is the easiest and most effective way to label every call and keep a track of the outcomes for future reference.
This is a powerful way to massively improve the customer experience provided, as well as boost the overall efficiency of the workings of the call center.
Now that we have a fair idea about what Call Disposition Codes are and how they are implemented in a call center environment to better the functioning of the center, it is useful to take a look at a few tips that will help you use Call Disposition Codes better and derive the best possible results out of it.
1. Centralization of information – In a contact center, it is important to notify everyone about the outcome of calls because there is no fixed roster for any particular employee.
This process can be long and complicated if a report has to be sent to all employees after each call. Using call disposition codes, the process can be centralized and a call can be labeled for all relevant parties just by the click of a button.
2. The usage of Call Disposition Codes means that the contact center personnel are aware of the outcome of previous calls to any customer before an approach.
Instead of having to go through practices like broadcasting a mail to all employees, such codes allow much faster cascading of information due to its swift and easy implementation.
3. Due to change in personnel between two calls to the same consumer, often the challenge is to dedicate a team for follow-ups.
With call disposition codes, however, the call outcome can be marked with “follow-up required” which immediately lets the next agent know what route a conversation with the same client must take.
4. A call center employee can add a short note along with the status of the call as indicated by the call disposition code.
This makes it easier to pass on the information in fragmented sections and assigns more information directly synced to a caller’s profile, thus making the entire process more comprehensive and data-driven.
5. When using call disposition codes, an agent should create custom codes with well-defined meanings to best describe the outcome of a call, in case the reason is not listed in the existing dictionary.
These custom codes would subsequently help to gain insight into specific customer issues just at a glance, which contributes to better customer service.
6. Call disposition codes are to be used with a customer’s call history so that an overview of the profile is immediately clear to a manager who wants to stay up-to-date with the workings of the call center.
This would also, with time, make clear to the managers, who their most important customers were by mapping sales figures with these call labels.
7. A contact center must remain DNC (Do Not Call) compliant; therefore it becomes very important for agents to utilize negative outcomes as well as positive outcomes when using disposition codes.
Labels like “inactive”, “disconnected”, “wrong number”, “requested no communication”, etc. point towards not calling those customers in the future to remain DNC compliant.
8. Call disposition codes can be analyzed to create more optimal calling campaign lists. By segregating callers on the basis of labels on their customer history, a call center can fill the list only with those who are likely to have a positive response, and scrub all the customers with negative labels.
Such targeted calling campaign lists have more chances of translating into big sales than creating a randomized list with no data analysis to back it up.
9. Disposition code software to be used has to be chosen carefully keeping in mind the volume of data that the call center is expected to handle.
The software should be able to deal with the constant flow of data and perform its synchronizations real-time in a centralized directory.
10. Call disposition codes can be used in conjunction with other facets of data like logs and time results to figure out what is the best time of the day to call a client, how long the client is likely to entertain a sales pitch, what sort of products and services he is likely to require and other such details which provide direct insight into maximizing sales.
11. Call center agents must be adept at various situations. Using call disposition codes, it is easier to decide which customers should be assigned to which clients.
Thus a manager can assign the most likely customers to his best-performing agents, and reserve the customers who are not likely to entertain a pitch anyway, to those agents whose performances have not been up to the mark.
12. It is important that once call center codes are implemented, they are used for every call regardless of validity. Gaps in data streams fail to provide a clear picture during analysis.
Therefore, even labels like “disconnected” are useful to establish metrics for better communication, rather than just leaving the field blank.
13. The usage of call disposition codes will bring down the effective operational costs of the center, since it provides a quick, one-stop solution to labeling each call without any additional cost incurred to weave together individual responses and map them over the customer profiles to get the whole picture.
14. If too many custom tags are used to describe calls it defeats the purpose of using disposition codes. Therefore, custom labels, when used, must be generally descriptive and not entirely exclusive to the one call or one customer that the agent has to deal with.
15. While call disposition has many benefits, it can take some time on the part of the agents to get used to it. In addition, on quite a few occasions, agents tend to find just a label inadequate to record a call, in which case they must resort to call notes to provide a summary of the call outcome.
The Case Study
I hope reading through the tips mentioned here will give you an idea of how best to use call disposition codes and how call center software solutions can be used in tandem to provide a comprehensive overview of each customer’s history and profile by accumulating and syncing data.
To round off your research, let me present to you a real life situation of a company and organize a case study to illustrate the points that have been mentioned.
For the sake of anonymity, let us call the company ABC. ABC is a call center company that provides the telemarketing services for a popular company.
In this case study, we will take a look at the situation that the company was in, the challenges it faced and the solutions that its top leaders managed to incorporate to eradicate those challenges.
We will also devote some time in understanding the effects of the changes that were brought about and how the results showed a positive change.
The Problem Scenario
ABC is a call center company which sifts through heavy traffic every single day. They decided to update their software support with the best call center software available so that they could perform with maximum potential and provide the best customer support.
However, they faced certain challenges because of the heavy traffic that they operated, and due to the hit and miss nature of a call center business. It was then that they decide that they had to categorize their clientele based on call outcomes to get the best out of their resources.
The company faced quite a few challenges during its operation, but in this article I will only discuss the ones that are pertinent to the topic.
1. There was no efficient way to make visible to all agents the exact status of any particular customer. After a call outcome was determined, the agent concerned would have to broadcast that status to all other personnel, which takes up far too much time and space.
2. There was no means to determine which customers should be scrubbed off the call lists, which is why a lot of the time during operations was wasted in spending resources to approach these profiles as well.
3. The staff was not divided properly into sectional tasks, which made the whole process more haphazard and left employees feeling like they failed to see the bigger goal and how their role fits into the scheme of things.
4. From a managerial perspective, it was not easy to have data about the day to day workings of the call center. The managers had to invest significant time and effort to understand the overview of operations going on, which made the process of understanding if any chances are necessary very difficult.
The managerial positions came together and drew up the following solutions to better their performance.
1. The new software implements Call Disposition Codes so every agent knows the call outcomes of any customer.
2. Agents could be assigned to call lists based on their abilities to maximize the possibility of success.
3. Decisions of scrubbing people off call lists or devoting more resources could be taken on the basis of the data available, which indicated clearly how likely they were to entertain the call and complete a transaction.
It was found that the workload could be trimmed by as much as 18%. So more attention could be given to likely customers.
4. Managers could easily get an overview of proceedings because the call outcome codes were synced with the customer profile.
With time, more and more data became available as the call disposition codes were synced with customer profiles. Using this information, it was found that the efficiency of the overall operations increased greatly.
Callers who were unresponsive were left out of the lists, so more resources were available to deal with the other customers.
For a call center running with 150 professionals, the operational costs went down by over 3 lakh rupees monthly, covering setup costs and running into profits in less than a year.
The Call Disposition Codes feature, contributes greatly to increased efficiency in a call center. Contact centers should implement this to get the best results and to significantly improve customer service, while contributing greater possibilities to generating sales.