What are contact dispositions?
Contact dispositions are labels or statuses that agents assign to contacts after their interactions. They help categorize and record the outcome of each interaction in a standardized way.
Examples of contact dispositions
For instance, if an agent calls a contact and leaves a voicemail, they might use the disposition "Left Voicemail." If the contact shows interest, the disposition could be "Interested."
Contact disposition vs. Call disposition
While both contact and call dispositions track interaction outcomes, they serve different purposes:
Contact Disposition - reflects the overall status of a contact based on multiple interactions, not just individual calls. For example, a contact may be labeled "Needs Follow-Up" if previous interactions suggest more engagement is required, even if a recent call resulted in "No Answer."
Call Disposition - specific to the outcome of a single phone call. Examples include "Left Voicemail," "Call Back Later," or "Not Interested."
Why contact dispositions are important
For agents
Quick Reference - dispositions act as reminders of past interactions, so agents don’t need to recall every detail. This is especially helpful when managing numerous contacts.
Guidance for Next Steps - knowing the outcome of past interactions helps agents decide what actions to take next—whether to follow up, close a deal, or move on.
For managers
Insight into Interactions - by analyzing contact dispositions across your team, you can identify patterns and trends in customer interactions. For example, if many contacts are labeled "Not Interested," it might suggest that the current sales strategy needs adjustment.
Performance Evaluation - tracking the frequency of dispositions like "Follow Up" can help assess an agent’s effectiveness in engaging potential customers and driving further action.
Informed Decision-Making - reviewing customer responses through contact dispositions enables you to refine marketing and sales strategies, ultimately improving overall performance and results.
How to create a contact disposition in Aloware admin
If you're an admin setting up contact dispositions in Aloware, here’s how you can add and customize them:
Access the Accounts Tab
Start by navigating to the "Accounts" tab within your Aloware dashboard.
Select Contact Dispositions
Under the Accounts tab, find and click on "Contact Dispositions." This section allows you to view and manage all existing dispositions.
Add a New Contact Disposition
To create a new contact disposition, click on the "+Add New Contact Disposition" button located at the upper right corner of the screen.
Customize Your Disposition
A pop-up window will appear, prompting you to fill out the necessary details for your new disposition:
Color - choose a color that helps visually distinguish this disposition from others.
Name - enter a name that clearly describes the disposition (e.g., "Interested, No Response").
Description - optionally, add a brief description to provide additional context.
Save Your Disposition
After filling in the details, click the "+Add" button. Your new contact disposition will now appear in the list of available dispositions.
Using contact dispositions
Once created, the new disposition can be selected after each interaction. Agents should choose the most appropriate label to accurately document the outcome.
Enforcing contact dispositions
The "Force Contact Disposition" feature ensures that every contact’s outcome is documented before proceeding. Enable this feature in the Account Menu under Contact Settings.
For Outbound Interactions - The system pauses until the disposition is completed.
During Power Dialer Sessions - The system highlights in red any missing dispositions, preventing further actions until completed.
This feature helps maintain organized records and ensures thorough documentation, enhancing customer service.
Read this guide to learn more.
Reporting on Contact Dispositions
Managers can generate reports based on contact dispositions to gain insights into interaction outcomes. These reports assist in evaluating how well contacts are handled, identifying common issues, and making data-driven decisions to improve customer interactions.
Read this guide for more information.
Contact Dispositions and HubSpot Integration
When Aloware is integrated with HubSpot, contact dispositions sync automatically with HubSpot records. This integration keeps data consistent across both systems. For specific mapping details, refer to Aloware’s integration guide.