Connected vs. Not Connected Dispositions

Purpose: For Inbound Sales & Follow-Up Teams

This SOP clearly explains what qualifies as “Connected” vs. “Not Connected”, how to select the correct disposition, and why this distinction is critical for conversion tracking, follow-ups, and performance reporting.

1. Purpose of This SOP

To ensure:

✔ Accurate call outcome tracking
✔ Proper follow-up logic
✔ Clean sales data
✔ Fair agent performance evaluation
✔ Better lead → order conversion decisions

Golden Rule:
Disposition must reflect what actually happened on the call — not what we hoped happened.

2. What Is a Disposition? (Quick Recap)

A Disposition records the result of a call attempt and answers one simple question:

👉 Did you speak to the customer or not?

That’s it.

Everything else flows from this.

3. CONNECTED — Definition & Rules

What “Connected” Means

You successfully spoke to the customer and exchanged at least a few meaningful words.

✔ Customer picked up
✔ Customer acknowledged the call
✔ Two-way communication happened

Even a short conversation = Connected.

When to Mark CONNECTED

Mark Connected if:

• Customer answered and spoke

• Customer said “busy, call later”

• Customer rejected politely

• Customer already placed order

• Customer asked for callback

• Customer had objections

If the customer spoke → it is Connected.

Mandatory Sub-Dispositions Under CONNECTED

After selecting Connected, you MUST choose one of these:

• Create Order

• Customer Will Place Order

• Callback

• Waiting for Quote

• Already Placed an Order

• Technical Issue

• Not Interested (with reason)

❌ Connected without a sub-option is invalid.

Examples — CONNECTED

4. NOT CONNECTED — Definition & Rules

What “Not Connected” Means

You did not speak to the customer at all.

❌ No two-way communication
❌ Customer never spoke

When to Mark NOT CONNECTED

Mark Not Connected if:

• Phone switched off

• Not reachable

• No answer

• Call disconnected before speaking

• Call rang but not picked

Silence = Not Connected

Merged Categories (Important)

At Cashkr:

• Switched Off

• Not Reachable

👉 Both are treated as Not Connected

Examples — NOT CONNECTED

5. Common Mistakes (Strictly Avoid)

🚫 Marking Connected when customer didn’t speak
🚫 Marking Not Connected when customer said “call later”
🚫 Using Not Connected to avoid conversation logging
🚫 Skipping notes

Wrong disposition = wrong data = wrong decisions

6. Why This Difference Matters (Business Impact)

If Connected is Over-Reported

• Conversion % looks worse than reality

• Management thinks pricing/sales is the issue

• Wrong training decisions

If Not Connected is Over-Reported

• Lead quality looks poor

• Sales effort looks low

• Marketing decisions suffer

👉 Accurate disposition = accurate strategy

7. Mandatory Notes Policy

For CONNECTED

Notes must include:

• Customer intent

• Objection (if any)

• Next step

Example:

Customer comparing prices.
Asked for callback tomorrow 6 PM.

For NOT CONNECTED

Notes must include:

• Attempt number

• Time

Example:

No answer – 2nd attempt at 4:10 PM.

8. Retry Rules for NOT CONNECTED Leads

• Minimum 3 attempts

• Different time slots

• Same day or next day

Do NOT abandon early.

9. KPI Impacted by These Dispositions

• Connected %

• Callback success %

• Lead → Order conversion %

• Agent productivity

• City-wise performance

10. One-Page Quick Summary (Training Card)

CONNECTED

✔ You spoke
✔ Must choose sub-option
✔ Notes mandatory

NOT CONNECTED

❌ No conversation
✔ Retry required
✔ Notes mandatory

Golden Rule

🧠 If customer spoke → Connected. If not → Not Connected.