Top 5 Reasons: Why Call Disposition Is Must Have Feature for Any Call Center Software?
We have witnessed a dramatic shift in consumer behavior in recent times. Nudged by the Covid-19 pandemic, accelerated digitization, and changing economic environment, the consumers are now weighing every spend carefully. The organizations are sensing the change and upgrading their call center software. However, the road ahead is not easy. A survey by Deloitte indicates 80% of companies now plan to close their physical customer service centers entirely. With 77% of service organizations either adopting or accelerating their work-from-home programs, managing, monitoring, and measuring operations remotely will be a major challenge.
In a general scenario, both outbound and inbound call center software are used by companies to manage their customer service operations. Most operators of call center systems rely on KPIs (Key Performance Indicators) or metrics to assess the performance of employees. On an average, a customer sales agent spends considerable time logging details. In fact, the stringent enforcement of reporting led to 62% of representatives logging more details about customer interaction than in 2019, according to a Salesforce report. To support this complex architecture and customer service needs, organizations are falling back on call disposition. Let’s understand its definition and benefits in detail.
What is a Call Disposition?
A call disposition is a simple way of recording the outcome of every call with preset tags.
Call dispositions serve as a reporting tool to understand consumer behavior and agent performance. At the same time, it reduces time and effort to manually log details, saving crucial time for service agents who can focus on relationship building and sales.
Why Is Call Disposition Useful In A Call Center Software?
Call Disposition can be used together with CRM (Customer Relationship Management) software or as an independent tool in call center software. Several top call center software has different ways of defining the metrics, which may take some time for the agents to master. Most call center systems have either all or majority of the following metrics:
- Scheduled appointments
- Product demonstrations or service call booking
- Lead data quality
- Lead Follow-up schedules
- Voicemail history
- Lead status
- Number of voicemails left
- Data on new and old sales leads generated through conversations
- First, call resolution rate
Benefits Of Call Disposition In Call Center Software
1. Keep vital information of customers updated
The call disposition generally has details such as type of call, agenda of the call, taken action, future action, etc. Keeping the code of conduct to fill up this information after a call would hardly take a few minutes, but it will keep the records of communication with the caller up to date, which can be used for a variety of productive reasons.
2. Handle calls in a personalized way
The call disposition will help you to record all vital information about the last call to the caller. This will keep all relevant information for each caller/customer inline so whenever next time the same person calls, your agents, supervisors and other staff members has the handy information about the customer and his/ her last call. So they can serve them in a personalized manner. This will help in serving customers in a better way to gain customer loyalty and satisfaction.
3. Timely follow-up
The call disposition will also record the details for the next action item. So if the next action item is to reach the caller again on a given date and time, then your staff will be able to do that in time. Even the system can be programmed to generate an outbound call on that specific time and date
4. Align customer analytics with outbound calling campaigns
As the call disposition will allow you to record information in detail, you can use these details to segment your customer according to their preference, interest, buying habits, etc. With this segmented list, you can design more strategic outbound campaigns and run them more specifically to gain better returns and output.
5. Automate call log in process
Whether we consider the top management of a call center or a supervisor leading a team of call center agents, both need the handy information for quick supervision. The call disposition will provide all necessary details to make a review of different things easily and quickly.
HoduSoft’s award-winning call center software HoduCC features in-built CRM and calls disposition. In case you own CRM, the integration is seamless with HoduCC, which plugs the call data into CRM software automatically.
How does single-click Call Disposition work in HoduCC?
As soon as the customer service agent ends the call, one-click call disposition facilitates agents to record the call results instantaneously. A series of drop-down menus helps in faster recording of the call results and brings clarity to the agent who may be busy with an exhaustive call list. Each selection of drop-down options follows the preset menu to accurately identify the issue or concern and then categorize it.
Easy Team Management
Team managers can simply browse through the call deposition data to segregate high potential prospects and inactive prospects. The actions, such as email follow-up, in-person meeting or direct call, can be taken for each prospect and can be personalized based on review and feedback from customer service agents.
Easy CRM INTIGRATION
Easy integration with most of the leading CRMs means as soon as the ticket is generated in CRM, agents can simply connect with the customer by clicking, without having to dial the number manually. The call disposition record leads to higher accuracy and better measurement of performance.
If you are still indecisive about a call center software with a call disposition feature, let’s connect. We have the trust of over 200 customers across 6 continents and 34 countries. Feature-rich and fully customizable, HoduCC is the best call center software available at an unmatched value. For a free consultation, call us on +91-886-672-8362 | +1-707-708-4638 or write to [email protected]
Our VoIP experts will be happy to break down the technical jargon and help you understand it better.