Call Disposition Explained: How Smart Call Outcomes Drive Better Contact Center Performance
Call disposition is a powerful yet often overlooked tool that transforms every phone interaction in a contact center into usable, actionable data. Whether the call results in a sale, a voicemail, or requires a follow-up, the agent quickly assigns a standardized code describing the outcome, turning individual conversations into organizational intelligence. This blog explains the meaning of call disposition and how dispositioning drives better operations, compliance, and customer experience. What is Call Disposition? A call disposition is a label or tag that summarizes the result of a telephone interaction, assigned by the agent immediately after the call ends. Examples include "Left Voicemail," "Resolved," "Follow-up Required," or "Do Not Contact." This succinct code captures what happened and often triggers what should happen next, ensuring every interaction is systematically logged and actionable. Why is Call Disposition Important? Without ...