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.
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 requires agents to complete a call disposition before moving on to another task.
Admins can enable or disable this setting from Account > Calling Settings by toggling Force Call Disposition or Force Contact Disposition.
When enabled, the system pauses activity after a call until the disposition is completed. For outbound calls, agents cannot place another call or change their status until documentation is finished.
During power dialer sessions, incomplete dispositions are highlighted in red. Calling resumes only after the disposition is completed.
This setting helps ensure consistent call documentation. If enforcement is not needed, admins can turn it off at any time from the same settings menu.
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.