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Philip Lacey, CTO of bxp software and erstwhile contact centre director believes that disposition codes are adequate, as far as they go, but if you need more detailed analysis, reduced wrap time and a more seamless customer experience, you should be considering software that allows you to deploy ‘Outcomes’

Disposition codes tag inbound or outbound calls to pigeon-hole how they ended. But what if the chosen code, or Outcome, could drive work as well as classifying the call? Wrap and Not Ready time can make a significant difference to the profitability of a programme, so why not automate as many post-call work functions as possible?

This article examines some of the capabilities that workflow Outcomes, as opposed to a disposition codes, can provide.

Humans will inevitably make mistakes when filling out data fields validation rules go a long way to ensuring that the right data is captured. Rules cannot legislate against entries such as but they can make sure that the field is not left empty and that, in this example, there is an email address in there. Validation at this stage will save hours of data validation and cleaning later on and will reduce reporting issues associated with bad data.

Callbacks and reminders
An Outcome can generate reminders and a correctly configured Outcome can present this reminder to someone else in the organisation, perhaps to alert a field sales colleague.

Emails and texts
The system should support the generation of emails or texts, using details from the record being worked on. They can flow internally to other departments or externally to the customer, including data such as sales order number or recall reminder date.

Document generation
An Outcome should be able to generate and forward documents such as invoices or contracts for customers to sign and return. This provides a seamless customer experience, as well as securing the sale.

Non-techie configuration
The process of setting up Outcomes and making downstream changes should be achievable at desk level by team leaders. Good modern systems provide easy to use interfaces that allow simple configuration changes.

Disposition codes give a clear picture of how much time was spent on what types of calls but if you need to perform further analysis such as breakdown by geographic area, by income group, by product, there needs to be a lot more data than just a disposition code.

Modern solutions such as Avaya phone systems and bxp software can provide attached data by exploiting any of the data on a record to allow much more specific analysis. Dashboards and Wallboards can display specific metrics, providing an easy way to keep an eye on the operation’s vital statistics.

Wrap time
As Outcomes do more and more work there should be a corresponding reduction in wrap up time. Where attached data and contact histories are in one place, along with workflow data, this should also reduce in call time while agents hunt around for the caller’s history and details.

Will all this cost a fortune?
Modern systems make the Outcome approach highly affordable.
Companies such as FCS and Eleven Consulting are specialists in helping you find solutions for your contact needs in this area.
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Throwing the baby out with the bath water
If your current phone system doesn’t have an integrated workflow solution you may not need to ditch it in favour of one that does. Solutions like bxp software have the ability to integrate with a wide variety of phone systems.