Why contact disposition matters
Contact dispositions play a crucial role in sales by recording the outcome of each interaction with a contact. Understanding these dispositions provides valuable insights for both managers and agents, helping to optimize performance and strategies.
Benefits for Managers
For managers, contact dispositions offer a clear view of how well the team handles various types of interactions. By analyzing the number of contacts categorized as "Interested" or "Not Interested," managers can evaluate individual and team performance. This data helps in:
Performance evaluation - assessing how effectively the team engages with different types of contacts.
Strategy adjustment - identifying areas that require strategic changes or additional training.
Benefits for Agents
For agents, knowing the contact disposition is essential for effective follow-ups. It provides a clear picture of which contacts require more attention and which should be deprioritized. This focus on high-potential opportunities leads to:
Efficient follow-ups - Prioritizing contacts based on their level of interest, ensuring time is spent on the most promising leads.
Optimized efforts - avoiding wasted effort on contacts that are less likely to convert.
Exporting Contact Disposition Reports
Exporting contact disposition reports allows both managers and agents to review and analyze contact outcomes in detail. This analysis helps in identifying common issues, such as high rates of "Wrong Number" or "Left Voicemail," and recognizing positive responses like "Interested."
Here’s how you can export these reports in Aloware:
Access report settings
Navigate to the Reports menu on your Aloware dashboard.
Click the settings icon to open Activity Reporting.
Select "contact dispositions" from the available options.
Click the Save button.
Viewing active reports
The selected report will be highlighted in green, indicating that it is your active report.
Exporting the contact disposition report
Click the Export button, usually located at the top or bottom of the report.
Download the report as a CSV file to your device for further review.
Understanding the contact dispositions report
The report shows details of contact outcomes, including:
Contact disposition status - shows the result of each contact, such as:
Connected - the contact was reached, and the interaction was completed.
Left Voicemail - a voicemail was left because the contact was not available.
Wrong Number - the number dialed was incorrect or not in service.
No Answer - the contact did not answer the call.
Interested - the contact showed interest in the service or product.
Not Interested - the contact was not interested in the service or product.
Total Contacts - the total number of contacts made within the chosen time.
Inbound contacts - the number of contacts received by your team.
Outbound contacts - the number of contacts made by your team.
These steps will help both managers and agents manage and analyze contact interactions more effectively, leading to better performance and improved results.