Whether you are managing a contact centre or call centre, it’s crucial to be informed on key data to help achieve goals of better CX in a contact centre or better ROI in a call centre.
One simple method for keeping track of performance is utilizing Call Dispositions. What are Call Dispositions? Call Dispositions are customizable tags related to the outcome of the inbound or outbound call which can then be summarized and viewed in a report.
Once an agent has ended a call, either inbound or outbound, they are able to select a disposition from the list. They may also include notes that will also appear in later reporting. The list of dispositions are easily edited within the NC3 Cloud Contact Centre interface by a manager or supervisor for the agents to use.
When a disposition is set for a caller, perhaps with a note included, the next agent to speak to the caller will also see the disposition. This helps with giving some context on the callers’ previous interaction with sales or support and paves the way for a smoother conversation.
What Are the Benefits of Call Dispositions?
Now that we covered what Call Dispositions are and how they are used, we can take a look at some of the important benefits a simple feature like this provides to your contact centre or call centre.
Boost ROI and Efficiencies in Call Centres
Using Call Dispositions when your call centre is conducting outbound campaigns allows you to track the outcome of each call with customized tags such as “interested, not interested, confirmed deal, upsell opportunity, upsell deal confirmed” and more.
This organizes the contacts for your agents allowing them to not only see what opportunities they have and which numbers are a dead end, but also see the notes to gain further context before the call, increasing their chances of making a sale.
Call Dispositions are also crucial when maintaining DNC compliance. With the disposition set to “Do Not Contact’, agents know not to call that number.
Shed Light on Improvements
When agents in a contact centre are providing support, they encounter a multitude of issues, some more common than others. But let’s say a new issue arose such as a problem with your website, an app, or your product or service. Agents can use Call Disposition tags to summarize the nature of the call, and in later reporting, supervisors or managers can see what’s the most common reason for the calls that week or month. This will reveal what’s causing the influx of calls to your contact centre and allow product teams or developers to take action, driving down those incoming calls in the future.
In another scenario, Call Disposition reports could show that 30% of incoming calls are for making payments, and you know that call queues and wait times are high. You would then consider pivoting to a PCI-compliant Automated IVR Payment Processing system which will free agent time, lower queues, and lower wait times for your contact centre.
Improve Customer Experiences
Call Dispositions help improve your customer experiences by allowing agents to see the summary and outcome of a previous call a customer had with your contact centre. Again, gaining some context on previous interactions helps with creating a more personalized and tailored interaction for each customer, better prepares your agents for each call and shortens the time it takes to handle inquiries.
Tracking dissatisfied customers by using Call Disposition tags will also help you gain important insight in your on-demand reports on how well your contact centre or product or service is performing. This provides another opportunity to make changes in order to boost customer loyalty and their experience with your brand.
It’s proven that Call Dispositions provide you with valuable data that help you improve your contact centre or call centre. The easy to run reports on NC3 will accelerate your centre towards your CX and sales goals. Contact us today to watch a demo or leave a question or comment below!