What should be included in your call disposition report?

A well-crafted call disposition report ensures you have all the essential data to savor customer service success. 

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Let’s explore what makes up a delightful call disposition report!

1) Comprehensive Call Outcome Code

Include a clear list of call disposition codes and their meanings. This allows you to categorize calls accurately and get insights into customer interactions, agent performance, and common call outcomes.

2) Call Volume and Trends

Keep track of the total call volume over a specific period and identify any trends. Monitoring call patterns helps you understand peak call times and areas where additional support may be needed.

3) Agent Performance Metrics

Measure agent performance using call disposition data. Metrics like average handling time and customer satisfaction scores offer valuable insights into individual and team achievements.

4) Customer Feedback and Complaints

Incorporate customer feedback and complaint details tied to specific call disposition codes. This helps identify areas for improvement, gauge customer sentiment, and take targeted actions to enhance service quality.

5) Sales and Conversion Rates

Track sales-related call disposition codes to measure conversion rates. Understanding how many calls result in successful sales closures helps optimize sales strategies and maximize revenue.

6) Call Abandonment and Wait Times

Monitor call abandonment rates and average wait times. This data highlights customer patience and helps improve call center efficiency by reducing wait times and addressing potential frustrations.

7) Follow-up and Escalation Details

Include information on calls that require follow-up actions or supervisor attention. This ensures no customer concern slips through the cracks and enables timely resolution.

8) Insights for Business Decision-making:

Combine call disposition data with other business metrics to gain deeper insights. This integrated approach empowers decision-makers to make data-driven choices for improved customer experiences.

How does Call Disposition benefit your business?

Call disposition has a substantial impact on your operations. Furthermore, it can significantly improve your customer support and ensure constant revenue streams. 

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1) Collects Applicable Data

The status of each phone call is communicated to your operations team via call disposition. This data is critical since it helps identify the patterns in your telemarketing strategy. 

Team leaders can use this actionable data to identify areas for improvement or new revenue streams. 

2) Saving Your Agent’s Time

Your agents will be more resourceful if they smartly tag the calls with appropriate call dispositions. This saves valuable time, increases productivity, and relieves your agents of mundane tasks.

3) Data Accuracy and Compliance

With call disposition, call data is logically constructed and is more uniform. Your agents and managers can rely on this information without performing any additional verification.

Using call disposition codes, callers can be labeled as disconnected, inactive, busy signal; do not contact; and so on. Your business can use the disposition code to identify these numbers and remove them from the campaign list. 

When the new list is created, this allows for greater efficiency. Alongside this, it also allows for compliance with the DNC (Do Not Call).

4) Improved Customer Engagement

You can evaluate and learn about diverse client behaviors using call dispositions. As a result, your team will be able to design a customer interaction strategy tailored to their specific needs. 

You can even modify your call campaigns as often as necessary to meet your KPIs.

5) Increased ROI

Every lead is a possible source of income. To get the most out of each lead, you need to maximize the likelihood of greater conversion. As such, you can automate every sales conversation with the aid of call disposition.