What does "call disposition" refer to?

"Call disposition" refers to the classification of how a call ended or the outcome of a customer interaction. This term is commonly used in call centers and customer service environments to categorize the results of each interaction with a customer. It helps agents and managers understand the effectiveness of calls, track issues, and measure customer satisfaction. For example, typical call dispositions might include outcomes such as 'resolved', 'escalated', 'customer not available', or 'follow-up required'.

By categorizing calls in this way, organizations can analyze performance metrics, identify trends, and improve training for customer service representatives. This classification not only aids in operational efficiency but also allows for better reporting on customer interactions and support challenges. Other options, while relevant to the broader context of customer interactions, do not define call disposition directly.