Customer Dispositions

Overview

A customer disposition describes the outcome of a call (e.g., Product Suggestion, Change Subscription Length, Refund, etc). Customer dispositions give business managers valuable intelligence used to help increase call center productivity and customer satisfaction ratings. Additionally, customer dispositions can help optimize agent performance and ultimately be leveraged to help refine procedures that positively impact customer service.

Click Here to read about setting up Customer Dispositions (referred to as Note Templates in the platform).

Reporting on call disposition takes a few seconds after each call. The call center agent will select the appropriate disposition within the platform that best summarizes the call. Your agents can easily select the code from a drop-down menu and apply it to the call record.

Use the Customer Dispositions report to monitor and act on trends related to call dispositions. For example, you may see a trend of increased product questions for a specific product. With Disposition reporting, you'll be able to identify that there is a potential problem that you can head off with additional marketing material. This is just one of many examples where dispositions help to increase profitability by simply identifying customer trends.

 


Potential Actions

Use the Customer Dispositions report to help with the following activities:

  • Identify the types of calls that are coming into your call center. This information can be used for better scripting to help agents appropriately address the types of calls they are getting.

Data Elements & Measures

The following data elements and measures are shown on the Gateway Health report. For comprehensive definitions of data elements and measures, please reference the Glossary of Measures.

Data Element / Measure Definition
Label Name defined while creating the note template
Note Content Default or custom message for the note template
Count Number of times disposition was associated/attached to an order - can't be added to the model. Use this for understanding only.

Additional Resources

You may find the following Help Center articles relevant to Analytics helpful.

  1. How to use Filters - Leverage the full power of Reports by leveraging filters
  2. Analytics Vs. Reports - Data Calculation Methodology - Understand the differences between Analytics and Reports