Call Disposition
Call Disposition is a way to categorize and track how each customer interaction ends in a call center. Think of it as a label that shows what happened during the call - like whether the issue was resolved, if a follow-up is needed, or if the customer hung up. This helps companies understand how well their customer service is working and what kinds of problems customers are having. It's similar to taking notes after each conversation, but in a more organized way that can be analyzed later. Other terms for this include "call outcome," "call resolution status," or "call wrap-up code."
Examples in Resumes
Managed over 100 calls daily with accurate Call Disposition reporting
Achieved 98% accuracy in Call Disposition coding and customer interaction documentation
Trained new hires on proper Call Disposition and call wrap-up procedures
Typical job title: "Call Center Representatives"
Also try searching for:
Where to Find Call Center Representatives
Professional Networks
Example Interview Questions
Senior Level Questions
Q: How would you design a call disposition system for a new call center?
Expected Answer: Should discuss creating clear categories, considering business needs, making it easy for agents to use, and how the data will be used for reporting and improvement.
Q: How have you used call disposition data to improve team performance?
Expected Answer: Should explain analyzing patterns in call outcomes, identifying training needs, and implementing changes based on common customer issues revealed by disposition codes.
Mid Level Questions
Q: What are the most important call dispositions to track and why?
Expected Answer: Should mention key categories like 'resolved first call', 'escalated', 'follow-up required', and explain how these help measure service quality and efficiency.
Q: How do you ensure accurate call disposition reporting in your team?
Expected Answer: Should discuss double-checking entries, understanding each code's meaning, and the importance of consistent categorization across the team.
Junior Level Questions
Q: Why is it important to record call dispositions?
Expected Answer: Should explain basic purpose of tracking call outcomes, helping with follow-up, and measuring service quality.
Q: What information do you include when logging a call disposition?
Expected Answer: Should describe basic elements like call outcome, any follow-up needed, and brief description of what happened during the call.
Experience Level Indicators
Junior (0-1 years)
- Basic understanding of call disposition codes
- Ability to categorize simple call outcomes
- Basic data entry accuracy
- Following standard procedures
Mid (1-3 years)
- Accurate categorization of complex calls
- Training others on disposition procedures
- Understanding reporting metrics
- Identifying common customer issues
Senior (3+ years)
- Developing disposition systems
- Analytics and trend analysis
- Process improvement
- Team training and quality monitoring
Red Flags to Watch For
- Inconsistent call logging practices
- Poor attention to detail in documentation
- Inability to properly categorize call outcomes
- Lack of understanding about why call tracking is important
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