Philippines staffing blog
A Lead Disposition Taxonomy That Survives Audit
Dispositions should describe what happened, not what the campaign hopes happened. Keep the codes small, defined, and owned.
Direct answer
What outbound call center outsourcing means
A disposition is the record of the call outcome. If the codes are vague or politically convenient, the campaign cannot learn and a reviewer cannot reconstruct the call. Build a small taxonomy with clear definitions and an owner.
What to get right first
- Define each code with observable evidence and a counterexample.
- Separate contact outcome from lead quality and from the next action.
- Do not use a disposition to hide an abandoned or incomplete call.
- Review code usage monthly for drift and ambiguity.
Control map
Split caller work from owner decisions
Swipe or scroll sideways to see every scorecard column.
| Call lane | Filipino caller | Owner or manager | Useful check |
|---|---|---|---|
| Contact | Records whether the right person was reached. | Defines the contact codes. | Code matches the identity evidence. |
| Conversation | Records the stated outcome without guessing. | Owns the definitions. | Customer words support the code. |
| Next action | Records the owner and the date. | Approves the follow-up rule. | Action is specific and assigned. |
| Audit | Samples codes against the call record. | Repairs ambiguous definitions. | Disagreement is measured. |
Example pilot board
Small numbers make the first review easier
Separate the dimensions
A call has at least three dimensions: whether you reached the right person, what the person said, and what happens next. Mixing them into one code produces labels such as interested that cannot be audited. Use separate fields or a small combined set with clear definitions.
For example, right party reached is a contact outcome. Requested information is a conversation result. Callback scheduled is a next action. Each can be recorded independently. If the system forces one code, define the priority order and document it.
Write definitions and counterexamples
For each code, write one sentence that describes the evidence and one example that does not belong. Not interested should mean the person stated they are not interested, not that the caller could not reach them. Wrong number should mean the number does not belong to the person or business, not that the person declined.
Include a code for incomplete or unclear calls. Without it, agents will force a call into a convenient category. An honest unknown is more useful than a false certainty.
Control the code list
Give the taxonomy an owner and a version. Adding a code requires a definition, a training note, and a migration plan for old records. Retiring a code requires a mapping to the new code so historical reports remain comparable.
Review the usage distribution each month. A code that is never used may be redundant. A code that absorbs most calls may be too broad. A code that changes sharply after a training session may indicate drift rather than performance change.
Audit the record against the call
Sample calls and compare the disposition with the audio or the notes. Check whether the code matches the customer's words and the next action. Look for dispositions that were changed after the call without a reason.
Report disagreement by code and by agent group. If one code has low agreement, rewrite the definition. Do not use the disposition as a standalone performance measure until the coding is reliable.
Copy-ready words
Scripts your caller can adapt
"I am not able to confirm what the person decided, so I am recording the call as outcome unclear and scheduling the approved follow-up rather than guessing interested."
"None of the current codes describes this call. I am using the incomplete code and sending the example to the taxonomy owner."
Review flow
Move from one clean list to steady calls
Swipe or scroll sideways to see all five review steps.
- 1
Define
Write the code and a counterexample.
- 2
Train
Show the code in the picker and the guide.
- 3
Audit
Compare codes with call evidence.
- 4
Revise
Version the change and map old records.
Reporting without false precision
Report the count for each code and the share of calls with an unknown outcome. A dashboard that shows only interested and not interested hides the calls that were never classified. Pair the disposition with the next action and the later contact. A disposition that never leads to an action is a dead label.
When a code changes, show the old and new definitions for at least one reporting period. A trend that jumps because the definition changed is not a performance change. Annotate the chart and keep the mapping. The reader should be able to compare the periods without guessing.
Coaching the taxonomy
Agents need examples, not just definitions. Use a short guide with one call per code and a counterexample. Review the guide during onboarding and after a code change. If agents disagree, the example is more useful than another paragraph of policy.
Do not use disposition accuracy as a standalone performance measure until the codes are reliable. A low accuracy score may reflect a bad taxonomy. Fix the definitions, train the team, and retest before adding consequences.
Buyer questions
Outbound calling FAQ
Can a disposition be changed later?
Yes, with a reason and an audit trail. Do not overwrite the original without recording the correction.
How many codes are too many?
If agents cannot apply them consistently without a guide, the set is too large or the definitions are unclear.
Who owns the taxonomy?
The sales or operations owner who uses the reporting, with input from quality and compliance.
Numbered sources
These primary pages support the dated figures, exact quote, calling rules, and Philippines context used in this guide. A qualified adviser should apply the rules to your list, call type, and contact locations.