In a contact center, where you have to deal with a number of calls on daily basis keeping track of every interaction is very difficult.
But, no matter how hard it is, we all know how important it is to record the vital information you gain or provide when interacting with a customer in order to ensure customer satisfaction and improved performance of your call center.
However, if we think about it, saving all the information is of no use if it cannot be accessed quickly when required. So, the question is how to store the information and at the same time ensure that it can be retrieved instantly?
The answer to this problem is call disposition code. It is a simple yet very effective feature of the best call center software that can hugely impact the overall productivity, efficiency, and performance of a contact center.
So, in this article, we will go through in detail about the call disposition code and the advantages of using it in a call center.
What is call disposition code?
Call disposition code or activity codes are the labels that are used to describe the outcome of a call. These labels can later be used to obtain the useful business analytics.
With the help of call outcomes, a contact center can gain valuable insights about a customer which can be used to optimize the performance of their sales team.
Using a call disposition code you can specify the following information about a call.
1. The type of call
2. The reason of call.
3. Action required if any.
4. The outcome of the call.
It also provides a way to distinguish between an incoming and outgoing call so that the call can be handled by the correct team.
List of some common call disposition codes:
Now that we have understood a little bit about call disposition codes let’s look for some of the common codes which can be used in a contact center.
|Call disposition code||Description|
|Answering machine||The call was routed to voice. Message left.|
|No answer||The call was placed but went unanswered.|
|Abandoned in queue||The call was never picked from the queue.|
|Busy||Indicated line busy when the call was made.|
|Requires follow up||The campaign needs a follow-up.|
The list of call disposition codes depends on the call center software and the CRM used within the contact center.
Benefits of using call disposition code:
Since now we have enough knowledge about the call disposition codes, it seems fair to learn more about its advantages and how it can help a contact center.
1. An effortless way of information sharing:
A call center agent needs to handle multiple calls in a day. And making sure that all the concerned parties are aware of the progress and conclusion of a call is an additional task an agent has to perform.
However, with the use of call disposition code & the call center software solutions this overhead on agents can be eliminated completely without affecting the management process.
The telemarketing CRM software allows the agents to tag the call based on its outcome so that anyone who needs this information can access it in real-time by opening the activity history of a customer.
Using this process the entire team can be made aware of the progress on an issue and adds a sense of teamwork and collaboration between the team members.
2. Assigning a follow-up/call:
Another advantage of using the call disposition codes is that it helps a contact center in maintaining continuity when working on an issue. In a contact center, we can see that the same agent will be available to work on the issue or for calling a prospect.
Thus it becomes very critical for a call center to ensure that the new agent has all the required information before reaching a customer. The call disposition code helps the call center management in doing the exact same thing for their agents.
With the help of disposition codes, the agent can select an appropriate code based on the results of the interaction and can even add additional details for better understanding , so that the next agent does not have to go through the whole history to gain an in-depth understanding of the issue.
For example: When a sales representative calls for a service their call center offers but the customer tells that he is looking for some other offer which the call center is going to provide in the next month.
In this case, the caller can set the disposition code as ‘callback required’ and his requirement. Once the offer matching customer needs are available, the available agent can call the customer and improve their sales.
3. Helps in remaining DNC compliant:
A contact center needs to provide an exceptional service experience to their customer but at the same time making sure that, they are following the rules properly. Once such rule is DNC (Do not call).
Ensuring that your call center remains DNC compliant can be a very tedious and time-consuming process. But with the help of call disposition codes, this process can be made a lot easier and faster.
With the label provided by the agents on every call the management can look for the codes like ‘request no contact’, ‘fax machine’, ‘inactive number’, ‘incorrect number’ etc. and can remove these numbers from their contact list.
This can save an agent’s valuable time in calling these numbers which can directly affect the efficiency of an agent as well as the contact center.
4. Helps in organizing and sorting of calls:
In a contact center, thousands of calls come and go. But to increase the productivity and gain valuable insights about the performance of a contact center the management needs to monitor each and every call.
Although the method of call recording is widely used for monitoring an agent’s performance it is not efficient for the managers to listen to every call. However, with the call disposition code they can go through the number of calls and their history in no time.
Not just that, this can also help the managers in getting a clear picture about the number of an active campaign, inactive campaign, in progress campaign etc through the activity code on the campaign.
Based on this information the management can look for ways to improve their performance and modify their business strategies.
5. Assign custom labels for easy customer information overview:
For faster access to customer’s information, the call center provided agents to create custom labels. The call center agents can make customized disposition codes to save the important customer information which they feel is relevant to the whole team.
Using these codes can help them in quickly identifying a lot of useful customer information instead of digging into the older campaigns.
This can also help them in finding out a customer’s likes or dislikes so that they can be contacted by an agent when an offer to their liking is available.
This way the contact center can improve their productivity and serve their customers in a more effective manner.
Since now, we have seen the benefits of using call disposition codes in a contact center. I am sure you must have started thinking to use activity code in your call center as well.
However, if you are still not certain of using it let’s go through a real-life situation where a call center benefited a lot by using disposition call code with the help of this case study.
The case study is about one of the emerging banks of India. Let’s address the bank as PBC for the sake of anonymity. As the bank started its business in 2015 they provided various attractive offers to their customers frequently and gained attention for their services.
This helped them in enhancing their business and having a lot of new customers joining their bank. But due to increased demand, their contact center agents were finding it difficult to keep a track of every customer’s issue.
Due to this, the callers were kept on wait for a long time when they call for any service, as the agent has to go through a number of similar cases before locating the exact issue.
This resulted in low performance of their contact center, the bank was losing new business opportunities and getting bad feedbacks from their existing customers along with low CSAT score.
To overcome this major issue of sorting the customer’s cases the call center management came across the feature of call disposition code and thought of immediately implementing it in their contact center.
The following changes were implemented by the call center management in the call center.
1. The management trained their agents about the use of disposition call code so that agents can select the correct code after every call.
2. For gaining quick access to a customer’s previous conversations they made custom labels which contained the name, phone number, and account number etc. details to uniquely identify a customer issue instantly.
3. With the use of disposition codes, the management was able to scrub off the incorrect or invalid numbers from their contact list. This saved the agent’s time of trying to reach those numbers multiple times.
4. By sorting of the call based on the type and status of issues, the agents were able to prioritize various customer issues. This resulted in faster resolution of critical cases which contributed to improving their customer satisfaction score.
5. They were also able to find out more details about customer’s liking and offered them deals accordingly which increased their sales and productivity.
6. The disposition code not only helped the agents in better call management but helped the higher-management as well to get a glance in the performance of call center performance metrics in just a few minutes.
Once the management implemented the call disposition code feature with their call center solutions they show the below changes in the performance of their contact center.
1. With the faster solution to their problems and reduced wait time, the CSAT scores started showing improvement.
2. As the wait time reduced, the rate of abandoned calls in queue also reduced giving the bank an opportunity to increase their sales and productivity.
3. As of now, the management does not need to invest hours to analyze the performance metrics. They now invested more time in thinking new strategies to enhance their business.
4. It also resolved the common problem of call transfers or follow-up as now, the agents do not need to explain every single aspect to their team members verbally which causes confusion in understanding and resulting in a bad service experience.
So, from this article, it is evident that how this small feature can provide a call center with a lot of benefits. It is a simple yet very powerful tool which can help your agents in the seamless management of calls and keep everyone in the team updated about an issue.
And this is not enough; it can also be a big contributor towards the quality of service that your call center provides to their customers.
Thus, if you also want your agents to be happy and at the same time want your customers to be satisfied, using call disposition code can easily help you.