BPO: Campaign and Disposition Workflow

Ask any floor manager what separates a tidy call centre from a chaotic one, and the answer is rarely the dialler. It is whether every agent describes the outcome of a call the same way. The ASH BPO module is built around that idea. When a tenant is set to the BPO industry, the workspace changes to a call-centre console organised around campaigns, dispositions, callbacks and a Do-Not-Call list, so the raw work of the day rolls up into numbers a supervisor can trust.

Campaigns are the unit of work

Everything starts with a campaign. A campaign carries a type and a status, and every logged call is attached to it. That single link is what lets you compare an inbound retention campaign against an outbound sales push without exporting anything to a spreadsheet. Agents pick the campaign they are working, log the outcome of each call, and the console keeps the tally per campaign for the day.

Dispositions: one language for outcomes

Dispositions are the heart of the module. Each tenant is seeded with a set of default outcome codes and can rename, add or retire them to match how the business actually talks. Crucially, every disposition belongs to a category, and the category is what drives automation downstream. So a code is never just a label on a call, it is an instruction about what should happen next.

• Contacted and progressed outcomes feed your connect and conversion rates.
• Callback outcomes schedule follow-up work automatically.
• DNC outcomes protect you from calling a number you should not.

Because the codes are configurable, you can start with the defaults and tighten them once you see how agents are really classifying calls.

Callbacks that do not slip

When an agent logs a disposition in the callback category, ASH creates a scheduled callback for that lead automatically. There is no separate diary to maintain and no sticky notes. The callback lands in its own tab with the promised time, so the next shift can pick up exactly where the last one left off. This is the small piece of plumbing that most often decides whether a warm prospect is ever called back.

DNC and staying compliant

Compliance cannot be an afterthought in outbound calling. When an agent applies a DNC-category disposition, the number is added to the tenant's Do-Not-Call list straight away, so the request is honoured from the moment it is recorded rather than at the next data cleanup. Keeping DNC inside the same disposition step, instead of a separate manual process, is what makes it reliable under TRAI-style obligations.

What the manager sees

The overview tab computes the day's key indicators from the calls that have actually been logged: total calls, connect rate, conversion rate, average handling time and an agent leaderboard. Because these are derived from dispositions, they stay honest as long as agents keep logging.

A note on the dialler

Today, agents log call outcomes themselves through the console; a live dialler is on the roadmap. Separately, ASH's provider-agnostic Calling and Cloud Telephony infrastructure exists on the Enterprise plan and runs in sandbox until you connect a telephony provider, so no calls are being placed or recorded live until that step is done. Start with clean campaigns and a disposition scheme your agents agree on; see plans for where telephony fits.