What are contact dispositions?
Contact dispositions are categorizations or outcomes that agents assign to contacts after their calls. They categorize and record the result of each call in a standardized way, ensuring clarity and consistency in communication records.
Examples of contact dispositions
If an agent calls a contact and leaves a voicemail, they can use the disposition "Left voicemail." If the contact shows interest, the disposition could be "Interested." Other practical examples include:
Using "Wrong Number" disposition when you discover a phone number is incorrect, which is more effective than using tags for this purpose.
Applying "Not Interested" to contacts who have explicitly stated they don't want your offerings, helping keep your database focused on potential opportunities.
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 calls, 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
Access the accounts menu.
Select contact dispositions
Find and click on "contact dispositions." This section allows you to view and manage all existing dispositions.
Add 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
Click the "+Add" button. Your new contact disposition will now appear in the list of available dispositions.
Using contact dispositions in Aloware Talk
Once created, the new disposition can be applied in two primary ways:
During call dispositioning - Agents can select the appropriate disposition at the end of a call to document the outcome.
Manually from contact profile - Dispositions can also be applied directly from a contact's profile page.
Enforcing contact dispositions
The "force contact disposition" feature ensures that outcomes are documented before proceeding.
For outbound calls - 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.
Tips for effective use of contact dispositions
Use descriptive and consistent names for your dispositions to ensure clarity across your team.
Regularly review and update dispositions to align with your team's changing needs.
Train your team to apply dispositions consistently to maintain accurate records and reliable reporting.
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.
Integrating HubSpot's contact dispositions with Aloware
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.