What is a Disposition Code?
A disposition code is a label or tag used by call center agents to categorize the outcome of a call. These codes are selected at the end of a call and help track performance, customer intent, and campaign success.
Why Disposition Codes Matter
Disposition codes allow supervisors and analysts to measure the effectiveness of agents, campaigns, and processes. They’re also essential for reporting, forecasting, and identifying trends in customer interactions.
Common Uses of Disposition Codes
– Marking calls as completed, transferred, or no answer
– Categorizing sales outcomes (e.g., closed deal, not interested)
– Tracking support resolution (e.g., issue resolved, follow-up required)
– Labeling call reasons for better customer journey insights
Best Practices for Using Disposition Codes
– Keep the list concise and relevant to avoid agent confusion
– Align codes with business goals and KPIs
– Train agents on when and how to use each code
– Review codes regularly to ensure continued accuracy and usefulness
Types of Disposition Codes
Resolved
The issue was successfully resolved during the call.
Escalated
The call was transferred to a higher-level agent or manager.
Callback Scheduled
A follow-up call was scheduled for a later time.
Voicemail Left
The agent left a voicemail message.
No Answer
The call was not answered and may be retried later.
Sale Completed
A successful sale or conversion was made.
Not Interested
The customer declined the offer or service.
Related Topics for Further Reading
– CRM Integration
– Call Logging
– Call Reporting
– ACD (Automatic Call Distributor)
– Agent Performance Metrics
