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EXPLAINER

The call disposition matters more than the recording

One click at the end of a call, and it decides whether anything happens next. Most desks design the list carelessly and pay for it for years.

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What it is

The outcome the agent picks when the call ends: interested, wrong number, not now, sale. It is the only structured thing most calls produce, which makes it the thing every report is built on.

Get the list wrong and every report downstream is wrong in the same way.

How to design the list

Short, mutually exclusive, and every option should imply what happens next. If two options could both be right for the same call, the reports will be noise.

The one to be careful with

Anything meaning 'later' needs a date attached or it is a black hole. That is a whole post on its own and we wrote it.

On our platform the follow-up date is written out of what was said on the call, so the vague disposition matters less — but a clean list still makes the reporting worth reading.

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See it on your own calls.

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