Disposition Analysis

Definition

Refers to the metrices created using the disposition data used by the agents during the call handling. Summary helps understanding the daily activity and outcome of the calls handled. Disposition analysis is a powerful tool for improving call center efficiency, optimizing campaigns, and enhancing agent performance.

How Disposition Analysis is Useful

• Comprehensive Call Outcome Tracking: Proper records are created for every active agent, capturing the disposition of each handled call. This ensures a complete overview of call outcomes, such as "Qualified," "Not Interested," "Follow-Up Required," or "Closed."
• Insights into Disposition Trends: Identify the most and least used disposition statuses to understand patterns in customer interactions. For example, if "Qualified" is used 70% of the time by an agent, it highlights success in lead qualification. Conversely, frequent use of "Not Interested" may indicate issues with targeting or pitch delivery.
• Agent Performance Evaluation: Analyze how agents use dispositions to evaluate their performance. Agents using a high percentage of positive dispositions (e.g., "Closed") may be performing well, while inconsistent or low-value dispositions may indicate areas for training or coaching.
• Campaign Effectiveness Assessment: Understand the success of specific campaigns based on disposition data. For instance, if "Follow-Up Required" is a frequently used disposition, it may suggest opportunities for improving follow-up strategies or lead nurturing efforts.
• Customer Behavior Insights: Disposition analysis reveals customer responses and preferences during calls. By understanding which dispositions dominate, businesses can tailor their approach to align with customer expectations and improve engagement.
• Process Optimization: Highlight inefficiencies in call handling processes based on disposition trends. For example, frequent use of "Call Back Later" might indicate scheduling issues or poor lead quality.
• Data-Driven Decision Making: Utilize disposition data to adjust call scripts, campaigns, or team allocations. Supervisors can make informed decisions about where to allocate resources or refine strategies for better outcomes.
• Real-Time Reporting: Monitor disposition statuses in real time to track agent activity and campaign progress. Immediate visibility into trends allows supervisors to intervene or adjust strategies as needed.
• Enhanced Forecasting: Use historical disposition data to predict future campaign outcomes and resource needs. For example, if "Qualified" dispositions are consistently high in specific campaigns, it indicates areas for scaling efforts.
• Better Training and Development: Disposition analysis identifies areas where agents may require additional training. Agents misusing or overusing certain dispositions can receive targeted guidance to improve accuracy and productivity.