Call disposition is a feature that lets agents categorize and record the result of each call right after it ends. This tagging process helps agents document what happened during the call, so they can easily track follow-up actions and analyze call patterns.
What is call disposition?
A call disposition is a label or tag that describes the outcome of a phone call. This label is assigned immediately after the call, providing a clear record of what happened. For example, if an agent calls a customer and the line is busy, they might use the "Busy" disposition. If the call goes to voicemail, they might use "Left voicemail."
Examples of call dispositions:
Busy - the customer’s phone line was busy when the agent called.
Connected - the call was successfully connected, and the conversation occurred.
Left voicemail - the agent left a voicemail because the customer didn’t answer.
Wrong Number - the phone number dialed was incorrect or did not belong to the intended contact.
Difference between call disposition and contact disposition
Call disposition refers specifically to the outcome of an individual phone call. It captures what happened during that particular call, helping agents understand and document each interaction's result.
Contact disposition, on the other hand, involves the overall status or classification of a contact based on multiple interactions. It reflects the broader relationship or current status with the contact, such as "Interested," "Not Interested," or "Follow-up needed."
Examples:
Call disposition - after a call, an agent labels the outcome as "No Answer" if the call was not picked up.
Contact disposition - after several calls and interactions, a contact might be labeled as "lead" if they show potential interest in the product or "customer" if they have purchased before.
Why call dispositions matter
For agents - call dispositions provide a clear and structured way to record the outcome of each call. This organization helps agents quickly review what happened in previous interactions, making it easier to plan follow-ups. For example, seeing a "Left Voicemail" tag prompts the agent to either call back later or send an email.
For managers - call dispositions offer valuable data for analyzing call performance and customer engagement. By reviewing these tags, managers can identify trends, assess the effectiveness of communication strategies, and make informed decisions to enhance overall efficiency.
Customizing call dispositions in Aloware
Admins can customize call dispositions to better fit their business needs. To add a new call disposition in Aloware:
Go to the accounts menu - log in to your Aloware account and select the "accounts" tab.
Add new disposition - Click on “+Add New Call Disposition” in the call dispositions section.
Customize - choose a color, enter a name and description for the disposition that clearly defines its purpose. For example, you might add “customer requested callback” if you need a specific follow-up action.
Save - Click “Add” to include your new disposition in the list.
Using call dispositions in a call
After a call, agents choose the most relevant call disposition from the list. This helps them accurately record the result of each call, ensuring detailed and precise documentation.
By consistently applying these dispositions, agents keep their records organized, which simplifies tracking follow-up tasks and analyzing communication trends. This process supports better management and review of interactions over time.
Enforcing call disposition
Aloware's force call disposition feature ensures you document each call’s outcome before moving on to the next task. If you want to enforce call dispositions for your agents, enable this feature in the account menu under calling settings.
Once activated by an admin, the system pauses all activities until the call disposition is completed. For outbound calls, it waits for you to finish documentation before resuming normal operations.
During power dialer sessions, the system highlights in red when disposition needs to be completed, allowing you to continue only after it's done. This feature helps keep your work organized and ensures every call is properly documented, enhancing customer service.
Read more about force call disposition in this guide.
Reporting on call dispositions
Managers can generate reports based on call dispositions to gain insights into call outcomes. These reports help in understanding the success rate of calls, identifying common issues, and making data-driven decisions to improve customer interactions.
Read this guide to learn how to export call disposition reports in Aloware.
Integrating Aloware's call dispositions with HubSpot
When Aloware is connected to HubSpot, call dispositions automatically sync with HubSpot records. This integration ensures that each call outcome is updated in HubSpot, giving you a complete view of customer interactions. The exact mapping of dispositions to HubSpot depends on your integration setup. For details, refer to Aloware’s integration guide.