Choosing an outcome/dispositioning calls

Training Team

Modified on: Thu, 25 Apr, 2024 at 9:28 AM

This guide provides step-by-step instructions on how to choose outcomes and disposition calls. It includes tips on configuring outcomes, navigating the outcomes panel, adding notes, entering financial values, setting callbacks, calling on a different number, and calling immediately on an existing alternate number.

Tip! The outcomes you see on calls are determined by Admin and how they are configured. For example, outcomes can be configured to only show on certain call types, in certain campaigns and also have different uses such as setting callbacks or entering a revenue amount. It is therefore advisable to understand what each outcome does before using them.

TABLE OF CONTENTS

Select Outcomes

Types of outcome

Revenue/Financial Value outcomes
Basic callback outcomes
Callback with a new number
Call contact on a different number immediately

1. When on a call, you can hang up on the contact and they can hang up on you.

Select Outcomes

2. At the bottom of the screen you can see the "Select Outcome" button. This is visible at all times when the call is ongoing or if the call has been disconnected. The pane can be minimised or expanded by selecting the button, bar or arrow button on the far right of the screen.

3. Expand/contract arrow button.

4. You can drag the Outcomes pane up and down the screen to set it to a size you prefer. Once set, it will remember your choice. It can be moved multiple time to accommodate for different amounts of outcomes, script viewing etc.

5. The expanded Outcomes panel has various options to help you navigate your outcomes.

6. Click the "Search..." field to type in part/all of an outcome name to find it quickly - especially useful if Admin have created a large number of outcomes!

7. Clicking "Quick Access" Lines up all the Quick Access outcomes. These outcomes are available during a call as well as when the call is disconnected. Note the view here shows outcomes during a call.

8. Clicking "A-Z" orders all the outcomes alphabetically. Again, note this view is during a call so only the Quick Access outcomes are available.

9. Clicking "My Top Picks" orders the outcomes by the ones you have used the most. Again, note this view is during a call so only the Quick Access outcomes are available.

10. Clicking "Most Popular" orders the outcomes by the ones used most by all users in the campaign. Again, note this view is during a call so only the Quick Access outcomes are available.

11. Click "Add Note" to add a note to the call, this changes the view of the Outcomes pane to the Notes pane.

12. When in the Notes pane, click "Select Outcome" to go back to the Outcomes view.

13. Outcomes are usually a double click to use, as most users are on PC/Mac. You can single click (doing so will reveal a message) as some users use touchscreen devices.

Revenue/Financial Value outcomes

14. Some outcomes such as the example shown, require you to enter a figure to record a payment figure taken on a call.

Clicking on these can be done via a double or single click!

15. You will then see a pane on the right with a "Financial Value" field where you can input the amount taken.

Once done, simply click "Confirm" to disposition the call and move on ("Cancel" will allow you to select a different outcome).

Basic callback outcomes

16. Select your callback outcome.

17. For a callback, you can choose the type (Public/Private), the date and time of the callback and you can add notes specific to the callback. Once set, select confirm to move on, cancel to choose a different outcome.

18. - Private callbacks come back to the user who set them (if they were unavailable at the time set because of absence, breaks or being on another call, they will automatically be made aware of their missed callback). Admin can also manage callbacks and make changes where required. If a callback isnt dealt with within 24 hours (default) it will automatically become a public callback.

Public callbacks will go to any User in the campaign available on the date and time set (This could even be the user who set it!). Public callbacks cant be managed by Admin.
Callback notes will appear on the History tab for any user who has another interaction with the contact going forward.

19. Date picker for callback outccome.

20. Time picker for callback outcome.

Callback with a new number

Tip! For instances where the contact needs a callback but wants you to call on a different number E.g. "I will be working from 12 without access to my mobile. Can you ring me on my desk phone at work please?"

21. Select the outcome that allows you to set a callback to a new number.

22. You will see the callback options as previously shown. Also you can see options for the number you wish to do the callback on. This allows you to either enter a different number or choose from the numbers assigned to the contact.

23. "New" allows you to pick Home, Work or Mobile from a dropdown and enter a number for the callback.

24. Existing lets you choose from the numbers you already have for the contact.

Call contact on a different number immediately

Tip! For instances where contacts want you to ring them on a different number, "I've got bad reception on my mobile, call me on my house phone", an outcome can be setup to dial the contact straight away once dispositioned.

25. Click the outcome setup for this purpose.