Call Disposition

What does call disposition mean? 

Call disposition in call and contact centers refers to the classification of a call's outcome, giving a brief summary of the interaction. It enables agents to document the nature of each call using specific labels or codes. These codes help organize communication processes, ensuring accurate information capture and accessibility for future reference. Call disposition codes help call centers with:  

• Consistency: Agents use predefined codes consistently. 
• Reporting: Managers analyze call data for trends. 
• Training: Dispositions guide agent behavior. 
• Quality Assurance: Ensures accurate documentation. 

 In short, call disposition codes help agents and managers track and manage interactions efficiently. They serve as a record of the call’s outcome, allowing for analysis, reporting and process improvement.  

What are the common call disposition labels used in call centers? 

Here are some common call disposition examples or labels: 

• Resolved: The issue or query was fully addressed during the call. 
• Requires Follow-Up: Further action or information is necessary after the call. 
• Interested in Product: The caller showed interest in a product or service. 
• Not Interested: The caller indicated no interest in the offered product or service. 
• Left Voicemail: A voicemail was left due to unavailability. 
• Appointment Scheduled: An appointment or meeting was arranged as a result of the call.