The main objective of a call disposition is to help identify the outcome of a call. Campaigners look at these dispositions to help them determine how successful both you and their campaign are.
For example, if a campaign has a high number of calls that are dispositioned as wrong number, the Campaigner would know that their list was bad as most of the numbers don’t work. They may use this information to look back at how they got those numbers and decide not to use that acquisition channel anymore.
Campaigners will also build triggers that are dependant on a disposition. Here’s another example:
The Campaigner may choose to send someone an email for calls with a disposition of voicemail. This means it’s very important that you choose the correct disposition for a call. If you were to choose something other than voicemail, this person may never get the email the Campaigner wants to send to them.
Another reason it’s important to accurately record the disposition of a call is because it tells the Upcall system whether or not a contact should be called back and when they should be called back.
For example, dispositioning a call as not interested will take the contact out of the queue so they are not called back. A disposition of call back later would allow you to set the callback interval based on when the contact told you they wanted you to call them back.
You call Sally at Acme, Corp. Her assistant picks up the phone. You chat with them for a bit and then the assistance forwards you to Sally’s direct line. Sally doesn’t pick up, instead you get her voicemail. Though you spoke with someone at the beginning of the call, this call should be dispositioned as voicemail because that’s where you ended up.
Let’s dive into each disposition.
In general, use this disposition when you reach the direct voicemail for the contact. If you’re calling for Karen, and you get Karen’s voicemail, use this disposition.
It’s important to make this distinction as the more numbers a campaign has that go directly to the contact, the better their list quality score is.
However, there is more than one voicemail disposition so read the following sections carefully.
It’s used when you reach a general voicemail inbox. This is usually a generic message that will say, “Thanks for calling ABC Company. We’re not able to answer right now but...” These types of numbers aren’t usually as valuable to the Campaigner as it’s not a direct line to the person they want to speak with. We need to help the Campaigner identify these types of numbers so they can understand why their campaigns may not be getting the results they want.
The last thing we want Campaigners thinking is that we aren’t getting results because Upcallers aren’t trying hard enough to reach the right people. If the Campaigner has a bad call list, we should tell them. This is how we do that.
When you reach a voicemail and can confirm it’s for the wrong person, wrong company, or wrong department, use this disposition.
Here’s an example: You call John at ABC Company. It rings and rings until eventually a voicemail picks up and says, “Hi this is Derrick. Leave a message.” You are able to verify that this isn’t the correct voicemail because you’re calling John and the voicemail clearly said it’s Derricks’ inbox.
Not Interested/Do Not Call (DNC)/Hung up
We are required by law to remove from a calling list if they request it. If you are able to reach a live person and they tell you they are not interested in the product or service you're calling about, you can mark them as Not interested. These people will be removed from the call list.
Sometimes, the contact may not say exactly, “I’m not interested”. They may just hang up on you, or say something that means the same as not interested. What you’re listening for is a contact that is decisively demonstrating that they have no interest in receiving additional calls.
Call Back Later
You were able to speak to a live person, but that person requested to be called back at a later day/time. Make sure you ask them when they would like to be called back and schedule it appropriately.
You are able to confirm that a different phone number should be dialed to reach the right person. You may call John and get John on the phone, but he may not be the one you need to speak with. John may tell you that you need to speak with Aaron instead. It could also be as simple as you need to reach someone on their cell phone instead. Either way, select this disposition to enter a new phone number to call.
The contact does not pick up after 30 seconds of ringing and you are not connected to a voicemail, other automated system or operator. This will not remove the number from the queue. It will put the number back in the queue to be called back later.
Use this to let us know that there is something wrong with the system. Maybe you hear a weird echo, you couldn’t hear the other person or they couldn’t hear you.
If the call just drops or is disconnected use call back later as it will allow you to call the contact back right away. This will not remove the number from the queue. It will put the number back in the queue to be called back later.
You encountered a busy signal when dialing this number. This disposition will put the phone number back in the queue to be called back at a later time. You won’t be able to choose when to call them back.
Phone number is out of service. You can tell if a call is out of service by the dial tone or sometimes an automated voice will pick up and tell you the call is no longer in service. This disposition will take the phone number out of the queue.
This is the wrong number. You aren’t given an alternative phone number because they don’t have one to give you. This disposition will take the contact out of the call queue. We won’t try to call them again.
If you reach a tone that sounds like a fax line, indicate this by selecting the fax disposition.
Use this disposition when the customer may need some follow up from the Campaigner to convince them to use the product. This is most appropriate when the customer doesn't tell you No but also doesn't give you a definite Yes. If the call is disconnected, use Technical Issue instead.
Use this call disposition when you've accomplished the main objective for the campaign. Did you set an appointment, complete the survey, etc. You'll know if it's a main objective because the Campaigner will list a bonus on the question or step that directly affects the goal.