Call Dispositions

The main objective of a call disposition is to help identify the outcome of a call. 

You will see the definition of each call disposition as you hover your mouse over it. 

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.

Tricky situation: 

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. 

Did this answer your question?