If your sales team is using power dialers, you know how easy it is for call results to get lost in the shuffle. Bad tracking means you’re flying blind—no idea what’s working, what’s broken, or where your reps are actually spending time. That’s where call dispositions come in. If you’re using Connectandsell, setting up the right call dispositions makes a world of difference for reporting and coaching. But Connectandsell’s interface? Let’s just say it’s not exactly plug-and-play.
This guide is for sales ops managers, enablement folks, or anyone who’s been voluntold to “fix the call tracking.” Here’s a clear, step-by-step way to set up call dispositions so your data is meaningful (and your team doesn’t hate you).
Why Call Dispositions Matter (and What to Ignore)
Before you dive in, let’s get clear on why you even need to set up call dispositions:
- Dispositions = Data: Without clear, required dispositions, you get a random mess of call outcomes. That means garbage-in, garbage-out reporting.
- Coaching & Follow-up: If you don’t know who actually picked up or which leads need a call-back, you’re wasting time and missing deals.
- CRM Sync: Most CRMs rely on these fields to trigger workflows. If reps just skip this step, your automation is dead in the water.
What to ignore: Don’t overcomplicate it. You don’t need 20 different ways to say “left a voicemail.” Start simple—you can always tweak later.
Step 1: Audit Your Current Dispositions
Don’t just jump in and start creating new dispositions. You need to know what’s already there (and what’s broken).
- Log in to Connectandsell as an Admin.
- Go to the Admin or Dispositions section (the naming depends on your version—look for “Manage Dispositions” or similar).
- Export or screenshot your current list.
- If you can’t export, just copy-paste or take a screenshot.
- Ask your reps: What do they actually use? What confuses them? This will save you hours later.
Pro tip: If you see lots of “Other” or blank entries in reports, that’s a red flag. It means your current setup isn’t working.
Step 2: Define the Right Set of Dispositions
You want to balance enough detail with simplicity. Here’s a solid starting point for most outbound teams:
- Connected – Qualified
- Connected – Not Interested
- Connected – Call Back Later
- Left Voicemail
- No Answer
- Bad Number
- Do Not Call
That’s plenty for most teams. Don’t bother with ten flavors of “not interested.” If your reps are asking for that, it usually means they’re trying to avoid real follow-up.
How to decide what’s needed: - Tie each disposition to a clear action. For example, “Call Back Later” means that lead goes into a follow-up sequence. - Check your CRM integration. Make sure these map to something useful in Salesforce, HubSpot, whatever you’re using. - Get buy-in from reps. If they hate it, they’ll find ways to skip it.
Step 3: Create or Edit Dispositions in Connectandsell
Now you’re ready to actually get into Connectandsell and do the work.
- Go to the Admin/Dispositions settings.
- Add new dispositions.
- Use clear, short names. Avoid jargon or inside jokes.
- Double-check spelling—typos here create reporting headaches.
- Edit or delete old/unused ones.
- You can’t always delete defaults, but you can hide or deactivate them.
- Don’t be afraid to clean house. Less is more.
- Set Required Dispositions.
- Make sure reps have to select one before logging a call. Otherwise, they’ll skip it.
- Map to CRM fields.
- If you’re syncing to Salesforce or another CRM, Connectandsell usually lets you map each disposition to a status or field in your system. Do this now, not later.
Watch out: Some Connectandsell versions make you save after every change. Don’t assume it auto-saves.
Step 4: (Optional) Set Up Call Outcome Automations
This is where things can get fancy—but only if you need it.
- Automate follow-up tasks: If someone gets marked “Call Back Later,” trigger a task or reminder automatically in your CRM.
- Trigger sequences: You can set up rules in your CRM or sales engagement tool to drop leads into nurture cadences based on the disposition.
- Reporting: Make sure your reporting dashboards reflect these outcomes. Otherwise, you’re just adding steps with no real value.
Honest take: Most teams overthink automation. Get the basics right first, then layer on workflows. If you’re spending more time automating than calling, something’s off.
Step 5: Train Your Team (and Make It Stick)
Even the best disposition setup falls apart if your reps don’t use it correctly.
- Run a quick live demo: Show how to pick the right disposition at the end of a call.
- Explain why it matters: Reps care more if they see how it helps them (better follow-up, less manual work).
- Set expectations: Make it clear this isn’t optional—calls must be dispositioned.
- Spot-check early: For the first week, audit call logs daily. Catch mistakes fast and give direct feedback.
- Fix pain points: If reps complain about confusing labels, fix them right away. Don’t let small annoyances fester.
What to ignore: Long training videos or wordy SOPs. No one reads them. Keep it short and hands-on.
Step 6: Monitor and Adjust
You won’t get it perfect the first time. That’s normal.
- Review disposition data weekly: Are reps using the right categories? Any “Other” or blank entries sneaking in?
- Ask for feedback: What’s working, what’s not? Adjust as needed.
- Update CRM reports: Make sure any changes still sync cleanly to your CRM and dashboards.
If you notice certain dispositions never get used, or reps keep asking for additional options, don’t be afraid to tweak your list. Just don’t let it get bloated.
Common Pitfalls to Avoid
- Too many options: More choices = more mistakes. Keep it lean.
- Vague labels: “Other” or “Miscellaneous” are where data goes to die.
- No training: Even the simplest system needs a quick walkthrough.
- Ignoring CRM mapping: If what you set up in Connectandsell doesn’t match your CRM, you’ll spend hours untangling messes later.
- Set-and-forget: Regularly review and adjust. Sales processes change.
TL;DR: Keep It Simple and Iterate
Getting call dispositions right in Connectandsell isn’t rocket science, but it’s easy to overcomplicate. Start with a basic set, make sure your team knows how (and why) to use them, and don’t be afraid to adjust as you go. The goal isn’t perfect data—it’s data you can trust, without adding headaches for your reps. Set it up, test it, and keep it simple. You’ll thank yourself later.