Immediate Disconnects
It is mandatory to disposition every call, even calls that immediately disconnect.
For calls that don’t last long enough to gather the needed info to create a lead, dispositioning is done via the “Non MSC/Non Sales Tracking” tab in the screenshot below.
Enter info into every field with an asterisk.
If you didn’t capture the name, just enter “NA.”
The Phone Number can be captured in the history tab of the softphone section
Take your time in selecting the most appropriate disposition and always leave good notes.
Creating Leads
Leads should always be created if the call was sufficiently long to capture the customer’s information.
Below is a screenshot showing all the fields with asterisks. Click the screenshot to enlarge.
If you capture enough information to justify creating a lead then you may enter “NA” in any fields that were missed if the call ended before everything was captured.
Some fields do not allow “NA” to be entered (ie zip code, DOB)
Once the lead has been created it should always be dispositioned at the end of the call.
Take your time to select the most appropriate disposition. It is important for reporting purposes that dispositions are entered as accurately as possible, thank you!
