Letting agents invent their own CRM dispositions

Letting agents invent their own CRM dispositions

The quiet killer in call-center forex ops isn't the dialer — it's a disposition list that grew to 60 free-text statuses nobody trusts. The mistake: no controlled vocabulary, so 'callback', 'call back', and 'CB later' all coexist and your retention rate becomes fiction.

What it costs:
— You can't compute true contact rate when 'no answer', 'NA', and 'voicemail' are three buckets for one outcome.
— Lead recycling rules fire on the wrong statuses, so warm leads die in 'pending' while dead ones get re-dialed.

The fix:
— Lock dispositions to a fixed enum (8-12 outcomes max) in the CRM config — Cratos, Trackbox, and most broker CRMs support mandatory dropdowns. Disable free text.
— Map each disposition to exactly one recycling action and one reporting category. No status without a downstream rule.
— Audit monthly for 'other' creep; if 'other' exceeds 5% of calls, your enum is missing a real outcome.

Who should skip this: solo media buyers with no call team — this is an ops-layer problem, not a traffic one.

Verdict: Lock the disposition enum.