Call disposition codes in call center software are a system of categorizing and labeling the outcome or result of a phone call or interaction between a customer and a call center agent.
These codes are used to document and track the reason for the call, the issue or concern the customer had, and the outcome or resolution of the interaction. This information is useful for analyzing call data, identifying common issues or trends, and improving customer service.
Call disposition codes typically consist of a short alphanumeric code or phrase that represents a specific outcome or action taken during the call. Examples may include “resolved,” “escalated to a supervisor,” “left voicemail,” “disconnected,” “customer declined further assistance,” and so on.
Using call disposition codes helps call centers to manage their operations better, optimize their resources, and deliver better customer service. It also helps to ensure that all interactions are handled in a consistent and efficient manner.
How Do Call Disposition Codes Help in Measuring the Outbound Sales Performace of Call Centers?
Call disposition codes are also useful in measuring the outbound sales performance of call centers. These codes allow call center managers to track the outcome of each outbound sales call and determine how successful their agents are at converting leads into sales.
Here are some ways call disposition codes can help in measuring outbound sales performance:
Tracking Sales Outcomes:
Call disposition codes can be used to track the outcome of each outbound sales call, such as whether a sale was made, a follow-up appointment was scheduled, or the customer requested more information. By analyzing these codes, managers can determine the success rate of their agents in converting leads into sales.
Identifying Areas for Improvement:
Call disposition codes can also be used to identify areas where agents may need additional training or support. For example, if a particular code indicates that a customer requested more information but did not make a purchase, this could indicate that the agent needs more persuasive or more product knowledge.
Measuring Conversion Rates:
By analyzing call disposition codes, managers can calculate the conversion rate for outbound sales calls. This metric shows how many sales were made as a percentage of the calls made. This information can be used to set performance goals for agents and track their progress over time.
Evaluating Campaign Effectiveness:
Call disposition codes can also be used to evaluate the effectiveness of different sales campaigns. By tracking the outcome of each call, managers can determine which campaigns are generating the most sales and adjust their strategies accordingly.