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 |
| Email Push | Sends an email to the specified address (typically used internally). | Agent transfers a Dafeeder lead via email to a Manager for follow up. |
| Set Choice Callback | Allows an agent to pick a Public or Private Callback of their choice. | Agent to select either callback methods at the time of dispositioning. |
| Transfer Via Slack | Transfers a leads information to a designated Slack Channel and optional notifies the users SlackBot. Notify Slack User>None: Will only transfer to the Channel. Notify Slack User>Agent: Will go to the agent who is Dispositioning the lead's SlackBot and channel. Notify Slack User>Choose Slack User: Will go to the person selected SlackBot and channel. | Active call transferred from person to person along with the leads information for real time communications. |
| Push to Melochenator | Pushes the lead to their respective company Melochenator and assigns the lead to the chosen representative for further actioning. | Client is interested in signing up and the Deals department will receive the information in the CRM. |
| Add to Do Not Call List | This action will no longer allow calls to a phone number in DaFeeder and some scenarios at all from the Organizations telephony. | Customer requests to no longer receive calls from the organization. |
| Assigning NO ACTION | Will close a lead to stop feeding in that campaign. All outbound calls to the number will complete. | Client has expressed they're currently not interested, but wants to keep receiving calls about other products. |