How to Use Call Disposition Codes and Automation to Improve Sales ROI

How to Use Call Disposition Codes and Automation to Improve Sales ROI

This post was contributed by JustCall.

Time management is one of the highest requirements for succeeding in sales. And the saying ‘time is money’ is especially true for salespeople. They can either spend their time closing more deals or doing a set of monotonous tasks that can lead them to slump.

But according to a study on sales time management, sales reps only spend 37% of their time on actual selling and revenue-generating work! That means 63% of their time is focused on activities other than selling. Whether due to the lack of a defined sales process or the absence of relevant tools, this will eventually affect your revenue.

Nowadays, sales reps can rely on sales automation to improve sales productivity. Without automation, a lot of time can be wasted on less important, mechanical tasks. In this post, we’ll discuss how using call disposition codes in your automations can help sales reps save time and close more deals. We’ll also share quick hacks to use call disposition in your automations with ActiveCampaign and JustCall, so you can automate many repetitive (yet important) tasks.

What is call disposition?

Call disposition codes are short comments sales reps use to mark the outcome of a call. These labels are applied to call records to categorize or describe a call. Some of the most common disposition codes are ‘left voicemail,’ ‘interested,’ and ‘not interested.’

Sales reps use call disposition codes to point out:

  • Type of call
  • Reason for the call
  • Categorization of calls
  • Action taken by the sales rep
  • Action required by the contact center

How call disposition codes assist sales teams

Using call disposition codes with automation can help salespeople streamline manual and tedious tasks — so reps can focus more on selling and less on manual tasks like follow-ups, saving call details, and manually adding information to contact profiles.

Here are some ways that call disposition codes make things easier for sales teams:

  • Track call disposition codes to understand sales rep performance t performance of the reps
  • Effortlessly share information with the entire team
  • Easily set up and streamline the follow-up process
  • Keep the management informed of the sales process
  • Segment calls into different categories

How ActiveCampaign & JustCall can help you master sales success with one-click call disposition codes

JustCall is an anytime, anywhere, any device cloud phone system. It takes seconds to get local, toll-free and mobile numbers of 58+ countries. What’s more, JustCall allows quick port-in of your existing business number.

With JustCall and ActiveCampaign’s native integration, you can :

  • Make and receive calls and SMS, track missed calls, and listen to voicemails and call recordings — all from your ActiveCampaign dashboard
  • Create SMS automations using call disposition codes
  • Get click-to-call and click-to-text buttons next to every contact
  • Sync your contacts so you always know which contact is calling or texting you

And the best part: All of your call disposition codes will be automatically logged in your contact’s profile as tags. If you don’t already have the call disposition code as a tag in your ActiveCampaign account, JustCall will create the tag in the contact’s profile.

9ngzri23u justcall1

How call disposition automations remove redundancy from the sales cycle

Below are some use cases that show how call disposition and ActiveCampaign automations save time and steer clear of repetitive work from the sales cycle.

You just ended a long call with a happy customer and have to save some details related to the call. But just before switching back to ActiveCampaign to save the details, you received another inbound call. And after all these continuous calls, it’s pretty obvious that you might have missed some key points discussed over the calls.

These situations make salespeople feel like “Stretch Armstrong”: Pulled in too many directions. The worst part: These activities consume time that you could invest in having more meaningful and revenue-generating conversations.

With the JustCall and ActiveCampaign integration, sales reps just need to select the call disposition code at the end of the call. The selected call disposition code can trigger automations in ActiveCampaign. This way, reps will be able to focus more on conversations and less on tasks that can be automated.

6 call disposition automations to automate manual tasks

1. Move deal from one stage to another

There are multiple instances in which sales reps have to change a contact’s deal stage after talking to a customer.

With call disposition and ActiveCampaign’s ‘Update a stage’ automation action, users can automatically move deals to another stage or pipeline based on the most recent call disposition code. When reps select a disposition code after ending a call, it triggers the ‘Update a stage’ automation.

eqhhq93mp justcall2

How to create the ‘change deal stage’ automation:

  1. Select ‘Add a tag’ as a trigger
  2. Choose the tag that corresponds to the call disposition code
  3. Select ‘Update a stage’ as an action in the CRM section of the automation builder
  4. Choose the pipeline and stage where you want to move the deal

2. Add a deal to a contact

There are 2 ways to grow revenue:

  1. Acquisition
  2. Retaining customers and increasing the customer lifetime value

In fact, the success rate of selling to an existing customer is 60-70%, while the success rate of selling to a new customer is only 5-20%!

Sales reps have to continuously work on increasing customer lifetime value with upselling and cross-selling. But in this process, they have to work on multiple manual tasks that can be automated.

With automation, you can add a deal to a contact in just a click. All you have to do is create an automation using call disposition codes and select the corresponding disposition code when a call ends.

How to create an automation for adding a deal to a contact:

  1. Select ‘Add a tag’ as a trigger
  2. Choose the tag that corresponds to the call disposition code for the deal
  3. Select ‘Add a deal’ as an action

j1b21wf9m justcall4

3. Add task to a deal

Following up on the right deal at the right time is what separates superstar sales reps from the just-plain-average. For instance, you might want to follow up on a deal 1 day later with SMS, or your customer asked you to call back after 2 PM, or send him the proposal after 2 days.

ActiveCampaign’s ‘add a task’ action ensures that sales reps don’t miss their tasks. You can use automation to trigger the ‘add a task’ action based on the call disposition code.

How to create an automated task after the call ends:

  1. Select ‘Add a tag’ as a trigger
  2. Choose the tag that corresponds to the call disposition code for the task
  3. Select ‘Add a task’ as an action
  4. Select the task type and other details
  5. Select ‘Trigger an automation with this task’ if you want to send automated emails or SMS

q8ljvbu08 justcall5

4. Add contacts to a list and enter them into drip campaigns

There are always some customers who are not convinced to buy your solution in just a single call. Drip or follow-up campaigns using SMS and email perform best for these customers. You can simply create a set of informative follow-up email templates and use automation to personalize them for each customer.

With call disposition codes and automation, you can create a list of prospects and target them with a campaign in just one click.

Choose a call disposition code after the call ends, then create an automation in ActiveCampaign that uses that code as a trigger to send your contacts a follow-up campaign.

How to automatically trigger a drip campaign for customers:

  1. Select the trigger ‘Add a tag’ and choose the tag corresponding to the disposition code
  2. Select the first action as ‘Subscribe’ and choose the list
  3. Next, you just have to add the follow-up emails and drop a ‘wait’ action in between each one to create your follow-up series

gwr2i357z justcall6

This lets you create a drip campaign and start sending email and SMS to your customers. Using or not using a list for drip campaigns is completely your call. You can definitely create a drip campaign without a list. I personally prefer having a list of tough leads and targeting them via email, SMS, and Facebook Ad campaigns.

Regarding Facebook Ads, many times, customers may not be reading your emails or SMS. Targeting these customers with Facebook Custom Audiences is a great way to reach non-engaging leads. With ActiveCampaign and Facebook integration, you can automatically add the customers to your Facebook Custom Audience list. 

For more information, check out this guide: How to Use Facebook Custom Audiences with ActiveCampaign.

5. Update the status of a deal

The use case for updating the status of a deal is pretty simple: Either you have won or lost the deal or it’s still open for negotiation. 

You can create an automation using call disposition and ‘Update a status’ action. When a rep selects the call disposition code, the automation will automatically update the status of the deal.

How to create an automation for updating the status of the deal:

  1. Add a new trigger ‘tag is added’ and select the tag for the call disposition code
  2. Select the action as ‘Update a status.’ 
  3. Choose the new deal status: Open, Won, or Lost

2gaij71qr justcall7

6. Follow-up communication

Following up with leads after the call is one of the most important — yet most neglected — activities.

When you add call disposition codes as tags in ActiveCampaign, you can automate follow-ups via email, SMS, or site message.

And this is possible with just a click. You can save the email or SMS as a draft, and by selecting the required call disposition code as the automation trigger, automatically send the follow-up email to interested leads.

This way, you won’t forget about or miss out on any leads. Some of the common call disposition codes that are used for the follow-up process are ‘interested,’ ‘potential buyer,’ ‘hot lead,’ and others.

Conclusion: Use automation and call disposition codes to replace manual sales tasks

Sales reps are connecting with hundreds of prospects each day. Mentally keeping track of every conversation is difficult. Meanwhile, noting down call outcomes and details manually can also lead to wasted time.

Automations using call disposition copes ensure that reps only have to focus on actual selling. Use these automations to remove redundancy from the sales cycle or create automated follow-ups. 

Never miss an update