Call disposition refers to how sales and customer service teams log information about every result of every call. One may note that the call was answered or went to voicemail, or a follow-up call needs to be made. In other words, this provides a structured view of every interaction. Detailed categorization helps an organization in performance evaluation and in optimizing follow-up efforts.
Some companies run on simple call logs that are not as instructive as the details a potent call disposition system would provide.
What makes call disposition your friend (not foe)
- 65% of contact centers reported a significant increase in agent productivity after deploying detailed call disposition records.
- Organizations that rigorously analyze call disposition data to see an increase in follow-up conversion rates by up to 20%.
- 70% of companies plan to enhance their call disposition processes with advanced analytics in 2025.
What the experts are talking about
Call disposition turns every customer chat into a prime learning moment, packed with insights to level up your service and performance.
Shep’s no rookie when it comes to customer service, and he’s making it clear: call disposition isn’t just about noting what happened – it’s about turning every interaction into a lesson.
Real-life case studies
For example, American Express tried to introduce a call disposition process to slice call outcomes into actionable segments. It helped them report a 15% improvement in customer retention by crafting follow-up actions based on the exact call outcomes.
Similarly, Delta Airlines honed its call disposition tracking to track customer service calls more precisely. After analysis, these granular records aided Delta in reducing call resolution time by 18% and generally boosting customer satisfaction.
Finding solutions for call disposition challenges
The biggest challenge is that most agents use different definitions of results, often leading to flawed data and mismatched follow-ups.
Overcoming this requires the organization to spell out call disposition categories and fully train personnel precisely. Regular audits and quality control ensure that each team member records results consistently. This structured approach leads to more reliable data, enabling managers to make more precise adjustments and optimize their follow-up process.
How to improve your call dispositions
- Clearly define each of the call outcomes.
- Invest in ongoing training on how to record consistently.
- Link your call disposition data with your CRM for a holistic view.
- Run regular audits to ensure data integrity.
- Use analytics to identify areas for improvement.
- Ask agents for their insights into refining processes.
