Dispositions are actions that describe the result of a call between an agent and a customer. Dispositions give users valuable insight on what happened during a call; whether a call was not answered, a sale was made, requested more information about the campaign, etc. The advantages of using dispositions are that it indicates the outcome of the call and also designates the next step on how to action the lead.
Dispositions are global across all campaigns created. Dispositions cannot be created for use in a single or individual campaign.
Leads can be actioned several different ways depending on how the call went. If a customer did not answer, the lead will be set to a public callback where the lead will be fed to another agent at a later time for them to reach out again. Hence, action-ing a lead will provide the next steps on how to act on that lead at a future time. The different examples for actions to dispose a lead can be found in the table below:
Action | Description | Example on when to use |
No More Calls | The lead will be closed and will no longer be fed from the campaign. | When customer requests to not be called thereafter |
Email Marketing | Emails the recipient of the lead about more information and a more detailed advertisement about the campaign presented. | When a customer requests for more information about the product campaign. |
Move to Language Barrier Queue | Move the lead to a special queue with only a select number of agents to work on the leads in this queue. | Spanish/French customer when calling lead |
Set Public Callback | Next time lead is fed, any representative may receive the lead. | When customer does not answer the call or the call goes to voicemail, etc. |
Set Private Callback | The same representative who initially dispositioned the lead will receive it next time it is fed. | When customer requests callback at a future date/time |