How to Add Disposition
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Incorporating dispositions into Vicidial is a strategic move that can significantly enhance the efficiency and effectiveness of your call center operations. By systematically tracking call outcomes, you can gain valuable insights, streamline workflow management, and improve the overall customer experience. Follow the steps outlined in this article to seamlessly add disposition functionality.
Introduction
Vicidial has long been recognized as a powerful and versatile call center software solution. Its comprehensive features have revolutionized the way call centers handle inbound and outbound calls. However, to further optimize the efficiency and effectiveness of Vicidial, it is crucial to incorporate dispositions into the system. Dispositions allow call center agents to categorize and track the outcome of each call, enabling better reporting, analysis, and workflow management. In this article, we will explore the importance of adding dispositions to Vicidial and provide guidance on how to implement this feature.
The Significance of Disposition
Dispositions serve as a valuable tool for call centers to capture and categorize the outcome of every call. By defining a set of predefined disposition codes, agents can easily classify calls based on the outcome, such as "Sale," "Not interested," "Follow-up required," or "Left voicemail." This structured approach allows for accurate tracking of call results, ensuring data integrity and providing insights into overall call center performance.
Benefits of Dispositions in Vicidial
Improved Reporting and Analytics: By associating dispositions with each call, call center managers can generate detailed reports on call outcomes. These reports offer valuable insights into agent performance, lead conversion rates, and customer preferences. Analyzing disposition data allows managers to identify trends, adjust sales strategies, and optimize resource allocation.
Streamlined Workflow Management: Dispositions provide a structured framework for agents to follow, ensuring a consistent approach to call handling. With dispositions, agents can easily identify the appropriate next steps after each call, such as scheduling a callback, updating customer information, or initiating follow-up actions. This streamlines workflow management, enhances agent productivity, and reduces the likelihood of missed opportunities.
Enhanced Customer Experience: Dispositions enable agents to better understand customer needs and preferences. By accurately documenting call outcomes, agents can personalize future interactions, provide relevant information, and offer targeted solutions. This level of personalization enhances the customer experience, increases customer satisfaction, and boosts overall customer retention rates.
Vicidial has long been recognized as a powerful and versatile call center software solution. Its comprehensive features have revolutionized the way call centers handle inbound and outbound calls. However, to further optimize the efficiency and effectiveness of Vicidial, it is crucial to incorporate dispositions into the system. Dispositions allow call center agents to categorize and track the outcome of each call, enabling better reporting, analysis, and workflow management. In this article, we will explore the importance of adding dispositions to Vicidial and provide guidance on how to implement this feature.
The Significance of Disposition
Dispositions serve as a valuable tool for call centers to capture and categorize the outcome of every call. By defining a set of predefined disposition codes, agents can easily classify calls based on the outcome, such as "Sale," "Not interested," "Follow-up required," or "Left voicemail." This structured approach allows for accurate tracking of call results, ensuring data integrity and providing insights into overall call center performance.
Benefits of Dispositions in Vicidial
Improved Reporting and Analytics: By associating dispositions with each call, call center managers can generate detailed reports on call outcomes. These reports offer valuable insights into agent performance, lead conversion rates, and customer preferences. Analyzing disposition data allows managers to identify trends, adjust sales strategies, and optimize resource allocation.
Streamlined Workflow Management: Dispositions provide a structured framework for agents to follow, ensuring a consistent approach to call handling. With dispositions, agents can easily identify the appropriate next steps after each call, such as scheduling a callback, updating customer information, or initiating follow-up actions. This streamlines workflow management, enhances agent productivity, and reduces the likelihood of missed opportunities.
Enhanced Customer Experience: Dispositions enable agents to better understand customer needs and preferences. By accurately documenting call outcomes, agents can personalize future interactions, provide relevant information, and offer targeted solutions. This level of personalization enhances the customer experience, increases customer satisfaction, and boosts overall customer retention rates.
Implementing Dispositions in Vicidial:
There are 2 types of dispositions in the dialer:
1. Global Dispositions - They are available for all the campaigns across the dialer.
2. Campaign specific Dispostions - They are available only for that specific campaignGlobal Disposition:
Login to Vicidial Admin Interface > Admin > System Statuses
The status must be 1-6 characters in length, the description must be
2-30 characters in length and Selectable defines whether it shows up in
the system as an agent disposition. The human_answered field is used
when calculating the drop percentage, or abandon rate. Setting
human_answered to Y will use this status when counting the
human-answered calls. The Category option allows you to group several
statuses into a category that can be used for statistical analysis.
There are also 7 additional settings that will define the kind of
status: sale, dnc, customer contact, not interested, unworkable,
scheduled callback, completed. The MIN SEC and MAX SEC fields for each
status will determine whether an agent can select that status at the end
of their call based upon the length of the call. If the call is 10
seconds and the MIN SEC for a status is set to 20 seconds, then the
agent will not be able to select that status. Also, if a call is 40
seconds and the MAX SEC for a status is set to 30 seconds, then the
agent will not be able to select that status.
Campaign Specific Dispositions
Login as Vicidial Admin > Campaigns > Modify Campaign > Detail > Statuses
Conclusion
Incorporating dispositions into Vicidial is a strategic move that can significantly enhance the efficiency and effectiveness of your call center operations. By systematically tracking call outcomes, you can gain valuable insights, streamline workflow management, and improve the overall customer experience. Follow the steps outlined in this article to seamlessly add disposition functionality.
Please reach out to us incase you need any help or facing any issues setting up dipositions in your dialer.
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