How do you capture call disposition codes in your CRM?

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Capturing call disposition codes in a CRM is a critical component of effective sales, service, and marketing operations. A "call disposition code" is a standardized label or tag that summarizes the outcome or purpose of a phone call. It provides a quick, structured way to categorize and analyze customer interactions, offering insights that plain text notes alone cannot.

Here's a breakdown of how call disposition codes are captured in a CRM and their importance:

How Call Disposition Codes are Captured:
The process of capturing call disposition codes typically buy telemarketing data involves the following steps within a CRM system:

Call Completion: After a sales representative or customer service agent finishes a phone call with a customer or prospect, the call ends.

Accessing the Call Log/Activity Record: Within the CRM, the agent navigates to the specific customer or lead record. A call activity record, which was either pre-created or automatically generated when the call started (if integrated with a CTI system), is now ready to be updated.

Dropdown Menu/Picklist Selection: The most common method for capturing disposition codes is a dropdown menu or picklist field within the call activity record. This list contains predefined, standardized codes. The agent selects the code that best describes the outcome of the call.

Examples of Disposition Codes:
Sales-focused: "Demo Scheduled," "Follow-up Call Needed," "Left Voicemail," "Not Interested," "Closed Won," "Closed Lost," "Qualification Call."
Service-focused: "Issue Resolved," "Case Escalated," "Information Provided," "Callback Scheduled," "No Answer," "Customer Unreachable."
Marketing-focused: "Opted In," "Event Registered," "Unqualified Lead."
Integration with Computer Telephony Integration (CTI): For advanced setups, CRM systems often integrate with CTI platforms (e.g., Five9, Aircall, Twilio Flex, Genesys). This integration streamlines the process:

Screen Pop: When an inbound call comes in or an outbound call is made, the CRM automatically "pops" the relevant customer record on the agent's screen.
Automated Call Logging: The CTI system automatically logs the call duration, time, and agent.
Post-Call Wrap-up/Disposition Screen: Immediately after a call ends, a dedicated "wrap-up" screen or pop-up appears within the CRM or the CTI interface. This screen typically includes the disposition code dropdown, allowing the agent to select the appropriate code before moving to the next interaction. This workflow is crucial for call centers with high volumes.
Manual Entry (Less Common for Dispositions): While notes are manually entered, disposition codes are almost always selected from a predefined list to ensure consistency and facilitate reporting.

Saving the Record: Once the disposition code is selected (and any accompanying notes are added), the agent saves the call activity record. This action associates the disposition code with that specific interaction and customer within the CRM database.