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Improving Your Call Channel Performance and List Quality with Call Dispositions

Margarita Yepes

Call dispositions are labels used to describe the outcome of a call. By tracking call outcomes, you can gain a lot of valuable insights regarding a sales rep’s performance (i.e. how many calls lead to sales), and how to optimize their follow-up process.

How Do Call Dispositions Work?

After a call ends, a popup appears on the screen allowing the agent to easily select the correspondent call disposition from a drop-down list. The agent will also be able to write specific comments or any additional information from the call like competitors mention, specific requests, a new decision maker, etc, in the notes section.

VOIQ Call DispositionsBefore making the call, the agents can check any previous calls made to that lead, the call outcome, and the notes from those calls. With this information at hand, they are able to provide a personalized follow-up and pick the conversation where you left off.

What are the Different Call Dispositions?

Here is a sample list of our call dispositions and what can be extracted by tracking them:

  • SC - Survey Completed*
  • CV - Converted*
  • DS - Date Scheduled*
  • DT - Data Captured*
  • NI - Not Interested
  • NA - No Answer
  • VM - Voicemail
  • B - Busy
  • IVR - Interactive Voice Response
  • NIS - Not In Service
  • WN - Wrong Number  
  • CBD - Call Back Date
*Successful outcomes (dispositioned automatically)

Date Scheduled – If you’re appointment setting campaign is getting a lot of dates scheduled, it could mean that you have a highly targeted prospect list, that your team is able to present the value early on in the conversation and through the script.

Not in Service/Busy/No Answer  – When a large number of leads end in busy signals or disconnection messages, it could indicate a poor contact data quality, affecting your team’s performance rate and their motivation. It might be also a good opportunity to verify your lead source and change directions.

Left Voicemail – If too many calls are ending with receptionists, maybe it’s time to provide your team with some quick tips for bypassing the gatekeeper. Use this opportunity to check that the person that you want to speak to is in fact the decision-maker. If you end up in a voice mailbox, make sure you leave a carefully planned and thoughtful voicemail.

Call Back – If your team is getting a high number of call backs from your leads, it might be time to do some coaching on tonality and develop an attention-grabbing introduction. You can also segment your contact list based on call back times  (i.e. AM or PM) to increase your call pick-up rate.

Not Interested –  The good news is that our software is able to capture the “Not Interested” reasons to be statistically trended. This allows you to uncover your lead’s common objections and prepare your team on how to handle each one, and better communicate your value proposition.

Weather you’re leveraging our on-demand sales agents or your own inside sales team, our sales call software automatically logs the call outcome into the CRM (Salesforce, HubSpot, etc.), under your contact’s profile. Everyone on the team will immediately have access to the call data and know if the call was successful, the number is disconnected, or if the contact needs follow-up.  This makes it easy to pull your call activity data into a real-time dashboard or report to uncover trends on your contact list and areas of potential improvement.


For more ways to improve your team’s performance and have smarter conversations with your prospects, get in touch with our call campaign experts.

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