- For outbound calls, results cover what happened with the call attempt. Was the line busy? Did the contact pick up?
- If the call was picked up, the agent will generally select an outcome to indicate what happened during the call. In the past these outcomes have been referred to as call ending reasons.
- For inbound calls and conversations by message (including email, webchat and SMS), the agent will also select an outcome at the end of the conversation.
LeadDesk offers a standard set of results and outcomes to choose from, but you can also create your own, either globally or specific to individual projects.
Standard outcomes
These outcomes come as standard with LeadDesk. Some are required, others can be hidden if they aren’t relevant to your work:
- Deal. The agent sold a product or service to the contact.
- Callback. Puts the contact on a list to receive a further call.
- Busy. The line was busy, so the agent couldn’t speak to the contact.
- Voicemail. The call went to voicemail.
- No deal. The contact declined.
What can an outcome do?
Recording an outcome means that later, you can create reports based on those outcomes. In addition, selecting an outcome can perform certain actions, including:
- Mark a contact as finalised, so that it will not be automatically called again. This is sometimes referred to as Removing the contact, though it does not in fact remove the contact from the list.
- Move the contact (or all contacts for the same company) to a different contact list.
- Move the contact number to a blacklist.
- Send a message to the contact.
- Set a waiting period before calling the number again.
If you have particular outcome that you anticipate agents will use a lot, you can set a shortcut key for that outcome.
Further reading
If you are an admin wanting to learn more about creating global outcomes, check this article.