What Is Call Disposition? A Short Telecalling Software Guide

Call disposition FAQ

What does disposition mean?

Disposition means the way something is settled or dealt with. In calling work it is the result noted against a call when it ends: interested, call back, not interested, no answer and so on. In everyday English the same word also means the temperament of a person, which is unrelated; on a calling floor it always refers to the outcome.

What is disposition in BPO?

In a BPO, disposition is the code an agent selects during wrap-up to state how a call ended, such as sale, call back, promise to pay, not interested or wrong number. The dialer stores it against the contact, uses it to decide whether and when to redial, and the performance reports sent to the client are counted from it.

What is contact disposition?

Contact disposition is the outcome held against the person instead of against a single call. One contact may have five call dispositions over a week, no answer, busy, call back, interested, converted, and the contact disposition is the current state those add up to. In a CRM it is usually the lead status or stage.

What is the purpose of disposition?

The purpose of disposition is to make every call end in a decision. It captures what happened without a long note, sets the next action such as a reminder or a removal, stops answered people being rung again by mistake, and gives the manager counts by outcome so a weak list and a weak pitch can be told apart.

What is call disposition code?

A call disposition code is the short identifier for one outcome on the list, for example CB for call back or NI for not interested. Codes exist so outcomes can be chosen quickly and counted reliably. On a phone app the code is normally just the status name on a button, and nobody needs to memorise abbreviations.

How many call dispositions should a team have?

Enough to cover every way a call can end and few enough to read at a glance, which for most teams is about eight to twelve. Each one should lead to a different next action. If two dispositions lead to the same action, merge them; if callers keep choosing other, a real outcome is missing from the list.

What is the difference between a call disposition and a lead status?

A call disposition describes one call; a lead status describes where the person stands overall. No answer is a disposition and tells you nothing lasting about the lead. Demo booked is a status that stays until something changes. Many small-team apps merge the two on one after-call screen, which works as long as attempts and stages are both visible in reports.

What is a sub-disposition?

A sub-disposition is a second-level reason under a main outcome. Under not interested, the sub-dispositions might be price, bought elsewhere, timing and no need. It costs the caller one more tap and gives the business the reason behind the result. Use it only on outcomes where the reason will change what somebody does next.

Who sets the call disposition, the caller or the system?

Both, depending on the outcome. A dialer or phone knows by itself that a call was not answered, was busy or lasted forty seconds. Only the caller knows what was said, so interested, call back and not interested are chosen by a person. The reliable arrangement is system facts for the attempt and a tap from the caller for the conversation.

What is wrap-up time in a call disposition?

Wrap-up time is the interval after a call ends in which the caller chooses the disposition, writes a note and sets any follow-up before the next call begins. It is also called after-call work. Keeping it short depends on the list of outcomes being short; a caller hunting through thirty codes spends longer wrapping up than talking.

Why do callers pick the wrong disposition?

Usually because the list is at fault. Too many choices, overlapping meanings, or a missing outcome push callers to tap whatever is nearest. Targets do it too: if call back counts as progress, everything becomes a call back. Fix the list, explain what each outcome triggers, and spot-check a few entries per caller each week.

Should every unanswered call get a disposition?

Yes. No answer, busy and switched off are the outcomes that decide the second pass, and a list where they are left blank has to be rung again from the top. Marking them also shows how much of a list was never reached, which is the first figure to look at when results are poor.

How does a call disposition trigger a follow-up?

Each disposition is tied to a next step. Call back asks for a date and time and creates a reminder. Interested can send details on WhatsApp and set a follow-up for two days later. Wrong number and do not call take the number out of future lists. The link between outcome and action is what turns a label into a workflow.

What are call disposition examples for a real estate team?

Typical call disposition examples for real estate are site visit booked, site visit done, budget mismatch, wants a different location, call back after salary date, broker and not looking now, alongside no answer, busy and wrong number. These are an illustration; build the list from the last fifty calls your own team made and the words they used.

Can call dispositions be changed after a campaign starts?

They can, with care. Adding an outcome is harmless. Renaming or merging outcomes mid-campaign makes the before and after counts hard to compare, so note the date of any change. Avoid deleting an outcome that calls already carry; retire it from the list shown to callers and keep the old entries readable.