Dispositions are actions that describes the outcome of a call between an agent and a customer. Dispositions give agents, managers and other representatives 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 indicate the outcome of the call and also designates the next step on how to action the lead.
Note
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 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 request to not be called thereafter |
| Set Public Callback | Next time lead is fed, any representative may receive the lead. | No Answer, voicemail, etc. |
| Set Private Callback | The same representative who initially dispositioned the lead will receive it next time it is fed. | Customer requests callback at a future date/time |
| Move to Language Barrier Queue | Move the lead to a special queue with only a select amount of agents to work on the leads in this queue. | Spanish/french customer when calling lead |
| Email Marketing | Emails the recipient of the lead about more information and a more detailed advertisement about the campaign presented. | |
| Transfer via Slack |
After understanding the different actions of the dispositions, you can create dispositions using the following steps:
Step 1 - Access Disposition Page
Hover over CAMPAIGNS and select DISPOSITIONS.
Step 2 - Create Disposition
To create a disposition, you have 4 different fields to fill in.
| Fields | Description |
|---|---|
| Disposition Name | Select an appropriate name that correspond for the use of the action |
| Action | Action associated to the disposition's name |
| Seen in Callback | Whether or not the disposition will be available when the lead is fed back for callback. |
| Conversion | Whether selecting this disposition is considered as a sales conversion. |
Step 3 - Click "Add Disposition"
Click on Add Disposition to complete the set up. After that, the newly created disposition will then be available for viewing in the list of dispositions. From there, you can also edit, add notes and delete the dispositions.
