A disposition taxonomy is the set of labels used to describe a call’s outcome. For an outsourced campaign, it should let the BPO and client understand the same result without collapsing transport events and business decisions into one label.
The steps below are a proposed operating method. Confirm supported actions in your configured HeyRik account before using them in a client commitment.
Give each field one job
Keep the provider’s terminal call status unchanged. Use another field for the reviewed business result and another for the next action. A answered call may contain a decline, a wrong number or a useful enquiry; those observations are not synonyms.
Twilio documents distinct call statuses and progress callbacks. Map the actual provider fields carefully and preserve the original event for investigation. This guide proposes a reporting dictionary, not a new HeyRik reporting feature.
Define labels using observable rules
- No conversation evidence: phone event exists but no reviewed business result is established.
- Wrong intended contact: conversation reports that the requested person is not reached.
- Request declined: caller declines the offered next step.
- Information collected: required intake fields are present; qualification is a separate review.
- Qualified request: agreed workflow criteria and evidence are met.
- Follow-up pending: an owner still needs to perform or accept the next action.
Worked record: connection with a declined offer
Illustrative record A42 has provider status completed. Its reviewed business result is request declined, and its next action is none under the approved workflow. Retain all three values. Calling the record successful merely because the line connected would obscure the customer decision.
An unclear transcript is unverified rather than a forced decline or qualification label. Make that state usable in the review queue so missing evidence does not disappear from reports.
Version the dictionary
- 1Write a definition and example for each allowed value.
- 2Identify the evidence and reviewer responsible for assignment.
- 3Test examples that can fit more than one label.
- 4Resolve overlap with decision rules or separate fields.
- 5Record the date of changes and compare cohorts using the same version.
Audit the reports against the rows
Inspect the underlying records whenever a disposition count changes sharply. A new label rule, missing evidence or a retry process can change the totals without changing customer behavior. The useful output is a dictionary both parties can apply consistently; customer gains require downstream evidence.
A little more before you begin.
Can one success label describe every completed call?
It hides important distinctions. Preserve phone status and define business results and next actions separately.
Start here
Discuss the supported workflow for your BPO
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