5 Benefits of Using Call Disposition Codes in Contact Centers

We have often mentioned the importance of collecting data in your contact centre as it is an invaluable source of information that can revolutionise the way you do business. An area which is often neglected is using call disposition codes.

Also called activity codes, call disposition codes categorise calls depending on the reason for them, their nature, their outcome and the type of action required by the call centre. All agents have to do is choose from drop-down menus, and with just a few clicks, you will have a gold mine of information at your fingertips.

Here are the main benefits of using call disposition codes.

1. Better flow of information within the contact centre

Without call disposition codes, an agent would have to send emails or call their supervisors to inform them of the outcome of a call. With the use of these codes, the information is made available to anybody who needs it, almost in real time.

2. More efficient follow-up process

Resolving queries that couldn’t be sorted out with one call relies on agents remembering to forward the details of the call to another part of the team. When a contact centres experiences high call volume, you can see how easily this can be forgotten.

By using disposition codes, not only will you gain information on first-call resolution rates, but following up on such queries will also be made easier. Agents will just have to click on the relevant code at the end of a conversation for details of the call to be forwarded to the right person automatically with notes on the issues requiring follow up.

3. Instant customer overview

Knowledge is power!

Disposition codes can be customised to whatever is more relevant to a contact centre. This means that you can build customer profiles easily, which will enable your company to provide better quality of service.

4. Keeping management informed

Disposition codes will enable managers to have access to information readily and keep track of the call history of the company’s most important partners or clients.

Optimising call lists An out-of-date call list will waste your agents’ time. With disposition codes, you can label numbers that are no longer valid, incorrect or keep track of people who don’t want to be contacted again. thus saving your staff from making unproductive phone calls.

5 Ways to Reduce Telephone Demand

For large organisations and companies, handling calls is a sizeable part of their budget and call centres are often scrutinised to find areas where savings can be realised.

A common strategy is to reduce staff, but this also usually has the unwelcome effect to lower the quality of the customer service you can provide. The trick is therefore to reduce telephone demand effectively so that you need fewer agents without compromising on service. Continue reading

Contact Centre Gamification: Silly Fun or Performance Booster?

Google are doing it. So are Deloitte, Cisco and Microsoft.

What is ‘it’? They use gamification to improve staff motivation and performance. We know that working in a contact centre can be demanding and that it is essential to keep your agents fresh. Gamifying in business is about using game principles to turn repetitive tasks into challenges with meaningful rewards. Doesn’t it sound like the ideal solution to galvanise your agents? Continue reading

How Does Call Routing Work and What Are Its Benefits?

As soon as a business starts having a significant number of customers getting in touch with them comes the question of how to prioritise those contacts. A perpetually engaged line will put off clients, as will having to wait an unreasonable amount of time for an agent to become available for your chat service or to answer emails. It becomes therefore essential to consider call routing quite early on. Continue reading

Cloud Centres Technology Levels the Playing Field

Contact centres are often perceived by businesses as ‘cost centres’, and they are often under pressure to be ever more ‘productive’ or, in other words, be less expensive to run. This is why Cloud technology has been met with such enthusiasm by call centres –and other industries– as it reduces set-up costs. However, savings are only one of the aspects in which the Cloud is beneficial, especially for small and medium businesses. Continue reading

What to Consider Before Repatriating Contact Centres from Offshore Locations

A decade or so ago was the scene of a great exodus, that of call centres being relocated off shore. Driven by the need to control costs, it provided companies with cheaper labour, although it was sometimes to the detriment of quality. However, there have recently been cases of high-profile corporations, such as British Telecoms, one of the biggest players in telephony in the UK, deciding to bring their contact centres home after customer complaints. Continue reading

The Mistakes to Avoid When Setting Up Self-Service Call Centres

Business Woman Has To Choose Between Two Way

Self-service AIs are becoming increasingly sophisticated and able to handle more complex queries. This is good news for customers and contact centres as the formers can access simple information without having to wait for an operator to be available, while the latters can re-allocate the freed-up agents to other parts of the contact centre that need human input. Continue reading