Outbound Disposition Report

A common report you might get from an outbound call center is the disposition report.

This report will usually show the following:

Lead used
Calls attempted
Calls Completed
Calls Dropped
Answering Machines
Messages Left
No Messages Left
Busy Signals
No Answer
Do Not Call Back
Network Intercept

It is important that you have a clear understanding of what the call center defines as a call completed, for it may be different than what you might think it means.

Calls dropped means that a customer picked up the phone and the predictive caller couldn't find an available agent so the dialer hung up on the caller. The new DNC Telemarketing rule from by the FTC requires that a center can not exceed 3% for dropped calls.