Call Disposition Codes: Example Lists for Sales, Support, Collections

Every call ends with an outcome: the customer bought, asked for a callback, had the wrong number or did not answer. Call disposition codes are how a call centre records that outcome in a consistent way, so reports, callbacks and follow-ups all work from the same facts. This guide explains what disposition codes are, gives ready-to-use example lists for sales, support and collections, and shows how to keep your list short and useful.

What is a call disposition code?

A call disposition is the outcome tag an agent picks when a call ends. It usually has two parts:

• A short code stored against the call, such as INT or CB.
• A display name the agent sees, such as “Interested” or “Call Back”.

Some outcomes also need a note. If the agent picks “Call Back”, the note might say “call after 5 pm, wants EMI details”.

Dispositions are sometimes called call outcome codes, wrap-up codes or call results. They are picked during after call work, the short wrap-up time between calls.

Why disposition codes matter

• Reports you can trust. You can count how many calls ended as a sale, a complaint or a wrong number, per agent, queue or campaign.
• Follow-up that happens. Callback and follow-up lists are built from dispositions, so nothing depends on an agent’s memory.
• Cleaner contact lists. Wrong numbers and “do not call” requests are marked and kept out of future calls.
• Coaching. A supervisor can listen to calls marked “Not Interested” or “Escalated” to see what went wrong.

Example disposition lists

Start with one of these lists and change the wording to fit your business.

Sales and enquiries

Code	Display name	Call status	Note needed
INT	Interested	Connected	Yes, product and next step
CB	Call Back	Connected	Yes, date and time
QS	Quote Sent	Connected	Yes, quote reference
SALE	Converted	Connected	Yes, order number
NI	Not Interested	Connected	Optional reason
WN	Wrong Number	Connected	No
NA	No Answer	Not Connected	No
BZ	Busy	Not Connected	No

Customer support

Code	Display name	Call status	Note needed
RES	Resolved on Call	Connected	Short summary
TKT	Ticket Raised	Connected	Ticket number
ESC	Escalated	Connected	Team and reason
INFO	Information Given	Connected	No
CMP	Complaint	Connected	Yes, details
RPT	Repeat Call	Connected	Earlier ticket number
DROP	Call Dropped	Connected	No

Collections and reminders

Code	Display name	Call status	Note needed
PTP	Promise to Pay	Connected	Date and amount
PAID	Already Paid	Connected	Payment reference
DSP	Dispute	Connected	Yes, reason
RTP	Refused to Pay	Connected	Optional
CB	Call Back	Connected	Date and time
NA	No Answer	Not Connected	No
SW	Switched Off	Not Connected	No

For reminder calls, keep the tone polite and follow the calling rules that apply to your business. See EMI reminder calls for good practice.

Rules for a good disposition list

1. Keep it short. Eight to twelve options per queue is plenty. Long lists slow agents down and they start picking whatever is at the top.
2. Make each option mean one thing. “Interested” and “Hot Lead” side by side will be used differently by every agent.
3. Separate connected from not connected. “No Answer” and “Busy” are not conversations and should not count as handled calls.
4. Ask for notes only where they help. A required note on every outcome adds wrap-up time for little value.
5. Use different lists for different queues. Sales and support outcomes rarely overlap.
6. Review every quarter. Remove codes nobody uses and split codes that hide too much, such as a large “Other”.
7. Train with real examples. Play a few recorded calls and agree as a team which code each one should get.

Dispositions in Voxdial Contact Center

In Voxdial Contact Center, administrators set up the list under Forms, Dispositions. Each disposition has:

• A short Dispo code, kept to a few characters.
• A Display Name that agents read in the list.
• A Call Status of Connected or Not Connected, which feeds call statistics and reports.
• A Remark option that prompts the agent for a free-text note when they choose that outcome.

At the end of each call the agent picks a disposition in the agent console and adds a remark where needed. Dispositions are then used in three places:

• Callback rules, so calls marked for a callback come back to an agent.
• Lead recycling, so leads with outcomes such as “No Answer” can be tried again later under rules you set.
• Campaign reports, where you can filter and count calls by disposition.

Pair dispositions with lead forms when you need structured details such as product, city or ticket number, and keep the disposition itself as the simple outcome.

Reading the results

Once dispositions are in place, a few numbers tell you a lot:

• Contact rate: connected calls as a share of all attempts.
• Conversion or resolution rate: “Converted” or “Resolved on Call” as a share of connected calls.
• Callback backlog: “Call Back” outcomes still open after their due time.
• Repeat call share: a rising “Repeat Call” count points to fixes that are not working. See first call resolution.

Watch these alongside service level and handle time on the call centre wallboard.

Want help designing disposition lists and reports for your queues? Talk to BitVoice.

FAQs

What are call disposition codes?

They are outcome tags an agent picks at the end of a call, such as Interested, Call Back, Resolved or Wrong Number. They make reporting, callbacks and follow-ups consistent.

How many disposition codes should a call centre have?

Usually eight to twelve per queue. Fewer, clearly defined options get picked more accurately than a long list.

What is the difference between a disposition and a call status?

The disposition is the business outcome, such as Converted or Complaint. Call status records whether a conversation happened at all, such as Connected or Not Connected.

Can agents add notes with a disposition in Voxdial?

Yes. Each disposition can be set to prompt for a remark, so the agent adds a short note when they choose that outcome.