If you manage a sales team and Koncert is your power dialer, you already know: the default call outcomes aren’t always a great fit. “No Answer,” “Left Voicemail,” and “Connected” are fine… but what about “Bad Number,” “Gatekeeper,” or “Call Back in 6 Months”? Your reps probably end up picking whatever’s closest, and your reporting turns into a mess.
This guide is for sales managers, ops folks, or anyone who wants to make Koncert actually reflect what happens on calls. You’ll get a step-by-step walkthrough, real talk about what works (and what doesn’t), plus a few gotchas to watch out for.
Why bother customizing call dispositions?
Let’s get this out of the way: customizing call outcomes is not “busywork.” It’s the difference between useful data and noise. Here’s why it matters:
- Cleaner reporting: You see what’s actually happening on calls, not just generic buckets.
- Better coaching: You can spot where reps get stuck (gatekeepers, bad numbers, etc.).
- Smarter follow-up: You don’t waste time calling dead leads or folks who told you “never call again.”
- Real accountability: It’s a lot harder to fudge numbers when the choices match reality.
If you’re using Koncert, some customization is possible—but it’s not always obvious how, and there are some quirks. Let’s break it down.
Step 1: Decide what outcomes you actually need
Before you even log in, spend 10 minutes with your team and ask: “What really happens on your calls?” You’ll get better results if you build your list with the reps, not for them.
Some common categories (steal these if you want):
- Connected – Good Conversation
- Connected – Not Interested
- Left Voicemail
- No Answer
- Bad Number
- Gatekeeper – No Transfer
- Call Back Later
- Do Not Call / Remove
- Appointment Set
- Follow Up – Specific Date
Pro tip: You don’t need 20 options. Too many, and reps just pick randomly. Aim for 6–10 that really map to your sales process.
Step 2: Accessing call outcomes in Koncert
Koncert’s admin settings aren’t the most intuitive, so here’s how you actually get to the right spot:
- Log in as an admin. Only folks with admin rights can do this. If you’re not, go bug whoever is.
- Navigate to “Settings” or “Admin.” Look for a gear icon or your initials in the top-right. Click it.
- Find “Call Dispositions” or “Outcomes.” The exact label might change depending on your version, but it’ll be under “Call Settings” or similar.
- Click to view or edit the list. You should see a list of existing dispositions.
If you don’t see any way to edit, you might not have permission—or your account type doesn’t support custom dispositions. (Yeah, some Koncert plans limit what you can change. Annoying, but true.)
Step 3: Edit, add, or remove dispositions
Now you’re in the right place, here’s what to do:
To add a new disposition:
- Click “Add” or “+ New Disposition.”
- Name it clearly. Use plain language your reps will recognize.
- Bad: “CBL” (nobody knows what this means)
- Good: “Call Back Later – No Time Given”
- Optional: Set a color or code. Some teams like to color code for visibility, but don’t go overboard.
To edit an existing disposition:
- Find the disposition in the list.
- Click “Edit” or the pencil icon.
- Update the name, description, or settings.
- Some versions let you tie a disposition to a workflow (e.g., “Do Not Call” automatically adds to your DNC list).
To remove or disable a disposition:
- Look for a “Delete,” “Disable,” or “Archive” option.
- Warning: Deleting can mess up old reports. If in doubt, just disable or hide the unwanted outcome.
Honest take: Don’t overthink the order or color-coding. What matters is that reps understand what each outcome means.
Step 4: Map dispositions to workflows (optional, but powerful)
Some Koncert setups let you tie dispositions to workflows. For example:
- Marking “Do Not Call” automatically suppresses the number from future dialing.
- Selecting “Appointment Set” can trigger a follow-up task or notify your CRM.
- Choosing “Bad Number” can update the record’s status.
How to do it:
- In the disposition’s settings, look for options like “Trigger,” “Action,” or “Automation.”
- Set up the action you want (e.g., suppress, create task, sync to CRM).
Heads up: These automations are only as good as your process. If reps use “Bad Number” for every hang-up, you’ll end up suppressing real numbers. Train your team on what each outcome does.
Step 5: Sync dispositions with your CRM
If you’re syncing Koncert with Salesforce, HubSpot, or another CRM, make sure your custom dispositions map over. Otherwise, data gets lost or ends up in a catch-all “Other” bucket.
- Check your CRM field mapping: There’s usually a “Call Outcome” or “Call Disposition” field.
- Map each Koncert disposition to a CRM value: If yours don’t match, update either side so they line up.
- Test with a few sample calls: Make sure the right values show up in your CRM after a call is logged.
Annoying reality: Not all CRMs support custom outcomes, and sometimes the integration is clunky. If you can’t get a one-to-one match, create a lookup table or use notes to track extra details.
Step 6: Train your reps (for real)
This is the step everyone rushes through. Don’t. If reps don’t know what each outcome means, they’ll guess—or worse, pick whatever’s fastest.
Tips for rollout:
- Host a short (15-min) training: Walk through each outcome and what it means.
- Give examples: “If you reach a gatekeeper who won’t transfer you, pick ‘Gatekeeper – No Transfer.’ If you get a wrong number, pick ‘Bad Number.’”
- Explain why it matters: Show how better data leads to less wasted time.
- Keep it simple: If reps have to remember a manual, you’ve overcomplicated it.
Step 7: Review and tweak regularly
Don’t set it and forget it. Check the data after a few weeks:
- Are reps using the outcomes correctly?
- Are there outcomes nobody ever picks? (Maybe you don’t need them.)
- Are there situations not covered by your list? Time to add one.
Ask your team for feedback. The best set of dispositions is the one they’ll actually use.
What to ignore (and what to watch out for)
Some advice out there tells you to create dozens of micro-categories so you can slice the data every way imaginable. Honestly? That’s a recipe for confusion and bad data. Here’s what to skip:
- Too many options: More than 10, and reps will just guess.
- Overly technical names: If it sounds like CRM-speak, nobody will remember it.
- Forcing reps to pick a “next step” on every call: Sometimes, there’s no next step—and that’s fine.
Watch out for:
- Locked-down plans: Some Koncert subscriptions don’t let you customize outcomes much. If you’re stuck, talk to your account rep—but don’t expect miracles.
- CRM sync bugs: Test your changes before rolling out to the whole team. Otherwise, you’ll be cleaning up a mess later.
Wrapping up: Keep it simple, review often
Customizing call dispositions in Koncert isn’t rocket science, but it does take a little planning. Start with what actually happens on your calls, keep your list short and clear, and involve your team. Check your data, tweak as needed, and don’t chase perfection. The goal is better results, not a perfect spreadsheet.
The best process is the one your reps will actually use—so make their lives easier, not harder. Good luck.