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It is very difficult to keep a track of communication on daily basis in a contact center. Call disposition code or activity codes are the tags that are used to designate the outcome of a call.<br><br>
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Introduction • We all know how important it is to record the essential information you gain or provide when interacting with a customer to ensure customer fulfilment and improved performance of your call center. • However, if we think about it, saving all the information is of no use if it cannot be accessed quickly when required. So, the question is how to store the information and at the same time ensure that it can be retrieved instantly? • The answer to this problem is call disposition code. It is a simple yet very effective feature of the best call center software that can hugely impact the overall productivity, efficiency, and performance of a contact center. • So, in this article, we will go through in detail about the call disposition code and the advantages of using it in a call center.
What is call disposition code? Call disposition code or activity codes are the labels that are used to describe the outcome of a call. These labels can later be used to obtain the useful business analytics. With the help of call outcomes, a contact center can gain valuable insights about a customer which can be used to optimize the performance of their sales team.
Using a call disposition code, you can specify the following information about a call. • The type of call • The reason of call. • Action required if any. • The outcome of the call. • It also provides a way to distinguish between an incoming and outgoing call so that the call can be handled by the correct team.
List of some common call disposition codes: • Now that we have understood a little bit about call disposition codes let’s look for some of the common codes which can be used in a contact center. • The list of call disposition codes depends on the call center software and the CRM used within the contact center.
Benefits of using call disposition code: An effortless way of information sharing: • A call center agent needs to handle multiple calls in a day. And making sure that all the concerned parties are aware of the progress and conclusion of a call is an additional task an agent must perform. • However, with the use of call disposition code & the call center software solutions this overhead on agents can be eliminated completely without affecting the management process. • The telemarketing CRM software allows the agents to tag the call based on its outcome so that anyone who needs this information can access it in real-time by opening the activity history of a customer. • Using this process, the entire team can be made aware of the progress on an issue and adds a sense of teamwork and collaboration between the team members.
Assigning a follow-up/call: • Another advantage of using the call disposition codes is that it helps a contact center in maintaining continuity when working on an issue. In a contact center, we can see that the same agent will be available to work on the issue or for calling a prospect. • Thus, it becomes very critical for a call center to ensure that the new agent has all the required information before reaching a customer. The call disposition code helps the call center management in doing the exact same thing for their agents. • With the help of disposition codes, the agent can select an appropriate code based on the results of the interaction and can even add additional details for better understanding, so that the next agent does not have to go through the whole history to gain an in-depth understanding of the issue.
Helps in remaining DNC compliant: • A contact center needs to provide an exceptional service experience to their customer but at the same time making sure that, they are following the rules properly. Once such rule is DNC (Do not call). • Ensuring that your call center remains DNC compliant can be a very tedious and time-consuming process. But with the help of call disposition codes, this process can be made a lot easier and faster. • With the label provided by the agents on every call the management can look for the codes like ‘request no contact’, ‘fax machine’, ‘inactive number’, ‘incorrect number’ etc. and can remove these numbers from their contact list. • This can save an agent’s valuable time in calling these numbers which can directly affect the efficiency of an agent as well as the contact center.
Helps in organizing and sorting of calls: • In a contact center, thousands of calls come and go. But to increase the productivity and gain valuable insights about the performance of a contact center the management needs to monitor each call. • Although the method of call recording is widely used for monitoring an agent’s performance it is not efficient for the managers to listen to every call. However, with the call disposition code they can go through the number of calls and their history in no time. • Not just that, this can also help the managers in getting a clear picture about the number of an active campaign, inactive campaign, in progress campaign etc. through the activity code on the campaign. • Based on this information the management can look for ways to improve their performance and modify their business strategies.
Assign custom labels for easy customer information overview: • For faster access to customer’s information, the call center provided agents to create custom labels. The call center agents can make customized disposition codes to save the important customer information which they feel is relevant to the whole team. • Using these codes can help them in quickly identifying a lot of useful customer information instead of digging into the older campaigns. • This can also help them in finding out a customer’s likes or dislikes so that they can be contacted by an agent when an offer to their liking is available. • This way the contact center can improve their productivity and serve their customers in a more effective manner. • Since now, we have seen the benefits of using call disposition codes in a contact center. I am sure you must have started thinking to use activity code in your call center as well. • However, if you are still not certain of using it let’s go through a real-life situation where a call center benefited a lot by using disposition call code with the help of this case study.
