Disposition System Overview
Mandatory disposition requirement for all customer communications across multiple channels
Applies to phone calls, emails, and text messages in the Volley system (00:15)
Must be completed before finalizing any customer record interaction
Submit Disposition tab serves as the primary interface for this process
System designed to capture comprehensive outcome data for business intelligence and campaign management
Disposition Categories and Strategic Impact
Quick outcome selections for common customer scenarios with automated campaign implications
"No longer Owns" disposition for customers serviced elsewhere or relocated (00:15)
"Serviced elsewhere" option removes customers from future outbound marketing efforts
Strategic use of dispositions directly affects customer enrollment in future campaigns
Manager-customized disposition list tailored to specific team's call patterns and business needs
Do Not Call (DNC) functionality with permanent campaign exclusion consequences
DNC disposition permanently removes customers from all outbound call eligibility (00:15)
Customers retain ability to make inbound calls if store routing configured through Volley
Critical business rule: should only be used when customer explicitly requests no contact
Irreversible action that requires careful consideration before implementation
Advanced Scheduling and Data Collection
Callback and appointment scheduling with comprehensive data entry requirements
Date and time entry mandatory for callback scheduling dispositions (01:43)
Appointment scheduling requires specific date, time, and appointment type selection
Appointment type differentiation between sales and service visits for operational clarity
Notes section available for special instructions and detailed appointment information
Workflow completion options designed for operational efficiency
"Save and Stop" option for agents completing their shift or taking breaks (01:43)
"Save and Dial" function enables immediate transition to next customer interaction
System designed to maintain agent availability for both inbound and outbound call routing
Streamlined process ensures continuous customer service flow and optimal resource utilization
Transcript:
00:15
Speaker 1
Next, we're going to go over dispositions. Every communication in Volley, whether it is a phone call, email, or text message, will require a disposition before completing that customer record. As you can see, I'm circling over the Submit Disposition tab. A disposition is the outcome of that communication with the customer. Using this drop down, you'll see a complete list of outcomes. We have worked with your manager to compile this list based on the outcomes of calls that you make and receive. Some of these may be a click of the button. For instance, if the customer has serviced elsewhere or perhaps they no longer live in the area, you could choose no longer Owns. It's important to choose the disposition that best fits the call.
01:02
Speaker 1
As we do use these disposition outcomes, for instance no longer in area or serviced elsewhere, to affect customers being enrolled in future campaigns. DNC means Do Not Call and is to be used when the customer asks not to be called. They are still eligible to call inbound if your store routes inbound calls through Volley. However, it's important to note that once this disposition is chosen, this customer is no longer eligible for outbound calls, so it should be used only in circumstances when the customer requests not to be contacted. There are other disposition options such as scheduling a callback or scheduling an appointment. The disposition may ask you to enter in additional information. So for example, if you choose Appointment Scheduled, we're going to ask you to enter in the date and time of the appointment.
01:58
Speaker 1
If your team utilizes appointment types to differentiate whether it's a sales or service appointment, you can choose your appointment type here with every disposition. We do have a notes area for any special instructions that would be important for your team to know about this disposition, whether it's the outcome of a call or appointment Details Once you've finished with your communication and choose your disposition, you can hit Save and Stop or Save and Dial next to move on and be available for your next inbound or outbound call.