The Many Faces of Call Disposition: How to Handle Every Type of Call
Call disposition refers to the outcome of a call. Call disposition is a valuable and renowned tool used by contact and call center members to identify the outcome of calls in order to improvise them. A person who has had experience working in the call center would understand the importance of call disposition. It is considered the only easy way to lighten the workload of the employees in juggling between different calls to note down the outcome.
The business users should include CRM software tools to assess the overall performance and highlight the customers' issues with ease. So, once the conversation is over, call disposition helps the workers to easily save the recording for accurate visibility. There are four types of calls an agent can receive. They are as follows,
Types of Call Disposition
First Type Of Call: The Sale
It is the first stage in call dispositions, where the agent promotes the client's brand. By providing the details of the client's brand, product, and services, the call agent ensures that they have convinced the customer to purchase it. Here, the agent ensures to offer as many details as possible to help the customer understand the brand and connect with it.
Second Type Of Call: The Inquiry
Inquiring plays a crucial role in call centers. Most customers raise their queries and doubts via phone calls. So, the agent always ensures to clarify their doubts regarding the offered services and products. The agent mentions the brand's benefits and ensures that the customer is satisfied with the answers. The call is on until all the customer's inquiries are clarified.
Third Type Of Call: The Complaint
Usually, there may occur times that a specific brand product or service did not work for one customer as it did for the rest of them. So, in this case, the agents use call recording to register the customer's complaint against the brand and take action to resolve it. The agent listens to the customer's complaint and ensures to work on the problem at the earliest.
Fourth Type Of Call: The Post Purchase
Once the customer has been persuaded and purchased the product, there may still linger some needs that the call center ensures to take into consideration. Over 88% of customers are likely to share their feedback, so the call agent needs to gather their feedback on the product and confirm with them whether they are satisfied with the product for future purchase or not. The agent ensures to develop the connection with the customer to keep their interest in the purchased product intact and keep them pleased with their purchase.
These are the main types of phone calls that the agents handle regularly. While it is highly necessary to record the calls with the help of call disposition, it is also necessary to make sure that the customer is happy. The agent must ensure that all the customer queries are resolved and that they are not disappointed.
The call disposition codes play a significant role in the development of an organization, so it is highly important to ensure that you avoid a few things like,
- Not being specific
- Having several call disposition codes
- Failing to update the call disposition
- Not analyzing the requirement properly
How to Train Employees in Call Disposition
An outbound call center receives numerous calls from different regions by customers to get their queries solved within a few minutes. So, it becomes stressful for the call agent to work under pressure to note down the requirements and ensure that the customer is satisfied. The employees must be well-trained for call dispositions so that they do not disrupt the call flow, leaving the customer disappointed. Here are a few ways to train the employees in call disposition:
Ensure That the Employee is Precise
The customers seek a person who precisely mentions every detail that they require. The call agents should not stutter and always speak boldly with clarity. When the agent speaks without listening to the customer's queries, complaints, or feedback, it leads to customer dissatisfaction. So, it is necessary to be specific and to the point. Obtaining pre-written call center scripts to train and supplement your employees with can help in preventing any on-call errs.
Make Sure The Employees Must Always Have Positive And Constructive Answers
When the customer concludes with a complaint, it is essential to train your employees to always speak positively about the product. The agents should be instructed to not prove the customer wrong because other customers were satisfied with the purchase. Every customer may have a different experience. So, it is important for the agents to have an open mind and positively obtain all their opinions and feedback about the product. You can also ensure the agents work on the issue and solve the issues as soon as possible.
Analyze The Progress
When the call agents work in a hurry, they may fail to recognize the patterns and progress throughout the different types of phone calls. It is essential to keep track of the progress to find the situations that show improvement and those that still linger around the same root cause. Not analyzing the progress can often lead to huge business loss as the call agents fail to recognize and keep track of the patterns that keep occurring.
Coach the Trainees Regularly
Every business goes through vast transformations with the development of the latest technologies. It is important to stay ahead of competitors by training new tactics and tricks that enhance the call dispositions of the employees. Call centers can be a challenging place to work, which requires utmost attention, care, and detailed analysis. Always enlighten the employees about all new ways of persuading customers and receiving their feedback with patience.
Invest in a Reliable Call Center Software
VoxDesk is a call center software designed by 500apps, which includes an outbound predictive dialer with features like call recording, call disposition, call logging, call analytics, music on hold, list of managing calls, pre-written call scripts, intelligent voice assistant, and call campaigns. Investing your time and money in a good call center software that automates your calls and improves the customer experience is the best-recommended way to optimize business efficiency.
Summing It Up
Working at call centers under pressure can turn exhaustive and time-consuming, which is why 500apps has launched a guaranteed call center software specifically designed for your business requirements. From keeping track of the outbound call reports to reaching out to all potential customers with its advanced features, VoxDesk is a great call center software to integrate automation seamlessly within the existing system without disturbing the numbers and previous records. Scale up you calling process with VoxDesk today! Sign Up 14-Day Trial VoxDesk offers some key features like text-to-speech, SMS integration, promotions, and monitoring dialed numbers in the call dialer. Call disposition is the best option to keep track of call records, and VoxDesk is designed to gather all calls in one place to gain insights into the customer experience and enhance the existing workflow. To find more information about the advanced features offered in the software, visit the 500apps website today!
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