What does 'call disposition' refer to?

Call disposition refers to the process of documenting the outcome of a customer interaction. This documentation is essential for tracking the results of calls, understanding customer needs, and providing necessary follow-up actions. By effectively recording the outcome, businesses can keep comprehensive records that help in analyzing customer interactions and improving service strategies.

This practice allows agents to categorize calls into different types of outcomes, such as completed sales, issues resolved, or callbacks needed. Capturing this information ensures that teams have access to accurate data, which can be crucial for performance metrics, customer relationship management, and enhancing overall service quality.

While greetings, call transfers, and call durations are important aspects of customer service, they do not represent the thorough process of evaluating and documenting the results of customer calls. Therefore, the focus on documenting the outcome is what defines call disposition in this context.