Do you know more than half of calls coming to your business can be a potential lead?

What if you manage each call and get an idea of customer expectations?

Here comes the importance of call disposition codes which allow you to determine the outcome of calls by categorizing them systematically. Implementing call disposition codes in a contact center can be an effective way to track the call outcomes so that you can evaluate areas of improvement at the earliest. In this article, best practices for using call disposition codes are discussed.

What are Call Disposition Codes?

Call disposition codes are the labels attached to each call, incoming to your call center department. Some calls can be prospective clients while some can be just enquiry calls or which are ended up with a lack of interest. Call center agents have to determine the category of the calls and hang up calls with appropriate dispositions to make sure that the right kind of data is recorded. This simple after-call work can be helpful in creating high-end customer data which can assist in framing customer-specific interactions. 

Call disposition, when integrated with CRMs can create possibilities of prompt responses and responses which improve the overall service experience. The call disposition code lists consist of enquiry, interested/ uninterested, complaints, demos, and so on. Agents have to log in the outcome by tagging the call with an appropriate option immediately after the call. Depending upon the tag, the next available agent will undertake the correct actions. 

Call Disposition Codes Best Practices

The predefined codes or tags can summarize the call interactions in just a single term. Here are 5 best practices which you need to follow to define an accurate outcome:

1. Standardize Your Call Disposition Codes List

Your call disposition codes list needs to be standardized according to the objectives. The tags or labels are required to be something which everyone understands and adheres to. For instance, resolved, escalated, interested, and not interested are codes that are consistent across all departments and align with reporting and analysis areas.

2. Agents Training

After you have decided on codes as per your contact center needs, you now have to make sure that agents should have the ability to tag relevant codes. Agents should be provided with comprehensive training on how and when each tag needs to be used. They must enter the right tag instead of guessing the outcome. Wrong call tags can hamper the data collection process.

3. Leverage Automation

Assigning tags to different call interactions can be done automatically as well. You can give tags from the IVR menus which will save time for agents as well. When you integrate it with the CRM system, you tend to create a better-streamlined process for tagging.

4. Integrate with Customer Feedback

Include consumer feedback-capturing disposition codes like "Satisfied," "Dissatisfied," or "Neutral." This information is crucial for assessing customer satisfaction and finding areas where service delivery could be improved.

5. Keep it Simple

Keep your call disposition codes simple to understand and easy to manage. Your standardized codes should be used instantly when the call is wrapped. Agents can easily tag calls as per the simplified codes because confusing codes can lead to wrong tapping which thereby affects reporting.

Conclusion

Call disposition codes are more than just identifiers; they are instruments for enhancing operational effectiveness and customer service. These codes can be extremely useful tools in the pursuit of excellence by the contact center when applied properly and in accordance with best practices. Organizations can maximize the value of their client contacts, providing improved service and fostering continuous improvement, by standardizing codes, keeping them straightforward, educating agents, and embracing automation.