Every call ends somehow. The disposition is the record of how. It sounds like admin, but it's what decides whether the callback happens, whether a number gets called again after someone asked you to stop, and whether your connect-rate report means anything.
What makes a good list
- Short. If reps have to scroll, they'll pick whatever's at the top.
- No overlaps. "Not interested" and "Declined" mean the same thing. Pick one.
- Each code leads somewhere. "Callback requested" should create a callback. "Do not call" should stop the calls.
- Grouped for reporting. Put every code in a category (reached, not reached, bad number, and so on) so totals add up.
- Required. A call with no code is a gap in every report.
Sales and appointment setting
| Code | Category | Next step |
|---|---|---|
Appointment set | Reached: positive | Book the meeting, send confirmation |
Interested, follow up | Reached: positive | Task for the owner |
Callback requested | Reached: neutral | Callback at the time they gave |
Not interested | Reached: negative | Pause calling, maybe nurture by email |
Gatekeeper | Reached: neutral | Retry another day |
Do not call | Reached: negative | Add to your do-not-call list |
No answer | Not reached | Retry later |
Left voicemail | Not reached | Retry in a day or two |
Busy | Not reached | Retry soon |
Wrong number | Bad data | Remove the number |
Disconnected | Bad data | Remove the number |
Collections
| Code | Category | Next step |
|---|---|---|
Payment made | Right party: resolved | Close the account task |
Promise to pay | Right party: positive | Follow up on the promised date |
Payment plan agreed | Right party: positive | Set up the plan |
Dispute | Right party: needs review | Send to a supervisor |
Refused to pay | Right party: negative | Next step per your policy |
Wrong party | Third party | Don't discuss the account; check the number |
Asked us to stop calling | Right party: negative | Stop calls; follow your policy |
No answer / left message | Not reached | Retry within your attempt limits |
Insurance
| Code | Category | Next step |
|---|---|---|
Quoted | Reached: positive | Follow up in two days |
Application started | Reached: positive | Task to finish the application |
Appointment set | Reached: positive | Book and confirm |
Already covered | Reached: negative | Review again next year |
Not eligible | Reached: negative | Stop calling |
Do not call | Reached: negative | Add to your do-not-call list |
No answer / voicemail | Not reached | Retry later |
Customer support
| Code | Category | Next step |
|---|---|---|
Resolved on the call | Resolved | None |
Escalated | Open | Assign to the next tier |
Callback needed | Open | Callback task with a due time |
Transferred | Routed | None |
Billing question | Open | Send to billing |
Complaint | Open | Log and review |
Getting reps to use them
Reps skip codes when picking one feels like extra work. Two things fix that. Suggest the likely code from how the call ended, so a busy signal already shows "Busy". And make the code do the follow-up, so picking it saves the rep work rather than adding some.
Adoptiv's call outcomes come with 20 codes in six reporting categories, suggest the likely one when the call ends, and require one on every real call. Each code can trigger one of 26 call outcome actions, like booking the callback, creating a task or marking the number do-not-call.