FAQs | Call Center Services - What different dispositions are I likely to receive and what do they each mean?

Question:

What different dispositions are I likely to receive and what do they each mean?

Answer:

Disposition Note:

The emailed recaps/dispositions for the Communications/Conversations that agents handle come from notifications@hellogym.io

The dispositions are first sorted based on the products and services the plan your facility has.

GymAnswering: Inbound/Incoming Communications/Conversations

GymChat: Incoming LIVE Chats from your Facility Web Page/Site

GymChat - SMS: Incoming and Outgoing Communications/Conversations taking place over SMS/Text Messaging.

These are specially done campaigns that HelloGym setup and runs for Customers. The disposition(s) is/are sent when a resolution such as a Set Appointment (Appointment Set), an Appointment Request, or OTHER is made.

GymLead: Outbound/Outgoing Communications/Conversations with your leads/prospects
- Call 1 - Will not be stated other than GYMLEAD - {Dispositon}.
- Call 2 - Will be stated and indicates this is the 2nd Outgoing/Outbound Call that a HelloGym Agent has made to the lead/prospect.
- Call 3 - Will be stated and indicated this is the 3rd Outgoing/Outbound Call that a HelloGym Agent has made to the lead/prospect.

The next piece will be the disposition, the category or tag that the Conversation (Call/Chat) falls into. This is displayed in the subject line of the email.

Dispositions:

NOTE:

In the Communications Module of the HelloGym Web-App/Portal for the GymAnswering Call History, the word GymAnswering is not present under the Disposition Column.

GymAnswering - Appointment Cancellation

This disposition is used when the prospect(s)/non-member(s) calls in and tells an agent that they have a scheduled appointment (New Membership Sign Up, Tour, Trial Registration, or OTHER Membership Related Appointment) but they're unable to make the appointment. HelloGym Call/Contact Center Agent's offer to reschedule the prospect for a new appointment but if the prospect doesn't wish to reschedule at the time of the call you'll see this disposition used in those cases.

GymAnswering - Appointment Request

This disposition is used when the prospect(s)/non-member(s) calls in regarding the facility and is unable to make it during the facility's available ongoing staffed hours.

An example of a situation where this disposition would be used is with someone who works overnights/3rd shift at a hospital or some other business/industry.

HelloGym Call/Contact Center Agents will ask what days and/or times would work best for the prospect(s)/non-member(s) to come to the facility. The agents will document the details and have a facility team member follow up to confirm a good time to meet with the prospect(s)/non-member(s).

This disposition is also used when the prospect(s)/non-member(s) are at the facility for an appointment but the staff is not there. Our HelloGym Call/Contact agents then ask for the appointment request. We do not reschedule/schedule the prospect(s)/non-member(s) for a new set appointment time in the event that the facility staff will not be there to meet with the prospect(s)/non-member(s) again.

GymAnswering - Appointment Set

This disposition is used when the prospect(s)/non-member(s) calls in regarding the facility and a HelloGym Call/Contact Center Agent schedules them for an appointment to come to the facility to get further information, tour, begin a trial, and/or become a new client/member/student.

This disposition is also used when a HelloGym Call/Contact Center Agent reschedules the prospect(s)/non-member(s) for a new set appointment.

GymAnswering - B2B Services (Business to Business Services)

This disposition is used when the caller is a business, company, or organization calling the facility. This could be for a meeting, sponsorships, donations, service inquiries, etc.

GymAnswering - Billing

This disposition is used when a client/member/student calls with concerns/questions about their bill/invoice/order/statement.

GymAnswering - Billing Payment

This disposition is used when a client/member/student calls to address any open invoices/past dues and the HelloGym Call/Contact Center Agents process and collect the required amount due.

Also, this disposition is used when a client/member/student calls with concerns/questions about their bill/invoice/order/statement and payment is processed and the required amount of dues is collected.

GymAnswering - Cancel/Freeze

This disposition is used when a client/member/student calls to cancel or place a freeze on their account/membership.

GymAnswering - Customer Service

This disposition is used when the call doesn't fall into one of the other disposition options. This could be job inquiries, a family member calling to speak with an employee, or something else.

GymAnswering - Hang Up

This disposition is used when the caller hangs up prior to the call fully connecting to a HelloGym Call/Contact Center Agent.

GymAnswering - Membership Services

This disposition is used when a client/member/student calls with general member services-related questions. Some of these questions or situations can include the client/member/student leaving something at the facility, needing a new member card or door access key, a specific member-related question for a staff member, asking about the facility's guest policy, etc.

GymAnswering - New Membership

This disposition is used when a HelloGym Call/Contact Center Agent enrolls/signs up a new client/member/student [or client(s)/member(s)/student(s)] for your facility over the phone. Payment will also be collected during this call as well along with an Appointment for the new client/member/student [client(s)/member(s)/student(s)] to come to the facility to finish any final steps for enrolling/joining.

GymAnswering - Personal Training

This disposition is used when a client/member/student calls in regarding anything related to training and coaching (e.g. Personal Training, Group Training, Group Classes, Coaching, Supplements, Billing Questions about Training, Cancelling a Session, Cancellation or Freezing Services, Checking on a Class Time, Etc.)

GymAnswering - Sales Inquiry

This disposition is used when a prospect/non-member calls to inquire about the facility and pricing but isn't interested in scheduling an appointment nor needs any follow-up call.

GymAnswering - Telemarketer

This disposition is used when automated robocalls come in for the facility.

GymAnswering - Temporary Pass

This disposition is used when a non-member calls in to inquire about using the facility temporarily while they are visiting the area. This could be for a day (day pass) or another short-term temporary membership. No appointments are scheduled for these. HelloGym Call/Contact Center Agents provide the listed ongoing staffed hours & any variation hours so the non-member(s) can stop by to purchase their Temporary Pass(es) if the facility offers any Passes.

GymAnswering - Test

This disposition is used when our HelloGym Support Team runs a TEST call to ensure that inbound/incoming calls are routed correctly to the Call/Contact Center. Additional steps may be included in the notes section of the email providing you further instructions on what you may need to do.

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GYMLEAD Appointment Set || GYMLEAD Call 2 Appointment Set || GYMLEAD Call 3 Appointment Set

These dispositions are used when our HelloGym Call/Contact Center Agents call a Lead/Prospect who put in an inquiry about the facility and an appointment is scheduled for the Lead/Prospect to come into the facility.

Appointment reminder SMS/Text Messages are sent to the Lead/Prospect as well.

The disposition indicates where in the cadence/sequence/nurturing process the appointment ended up being scheduled. (i.e. Call 1, Call 2, Call 3)

GYMLEAD Appointment Request || GYMLEAD Call 2 Appointment Request || GYMLEAD Call 3 Appointment Request

These dispositions are used when our HelloGym Call/Contact Center Agents call a Lead/Prospect who put in an inquiry about the facility and the Lead/Prospect cannot come during the ongoing staffed hours and/or the GymLead Calendar/Scheduler does not have any open availability for when the Lead/Prospect is wanting or able to come to the facility.

HelloGym Call/Contact Center Agents will ask what days and/or times would work best for the Lead/Prospect to come to the facility. The agents will document the details and have a facility team member follow up to confirm a good time to meet with the Lead(s)/Prospect(s). This is also emphasized with a follow-up text message after the call disposition email is sent.

The disposition indicates where in the cadence/sequence/nurturing process the appointment request was submitted. (i.e. Call 1, Call 2, Call 3)

GYMLEAD Busy Requeue

This disposition is used when a HelloGym Call/Contact Center Agent encounters a technical/system issue in processing the outbound/outgoing call request. Many potential reasons could occur as to why the outbound dial call cannot be made and so the Lead/Prospect is re-queued so a NEW attempt can be made to contact the lead.

Their place in the cadence/sequence/nurturing process is essentially reset.

GYMLEAD Club Contacted || GYMLEAD Call 2 Club Contacted || GYMLEAD Call 3 Club Contacted

These dispositions are used when an HelloGym Call/Contact Center Agent contacts the Lead/Prospect and is told by the Lead/Prospect that they've already come in, spoken with a staff member, or booked an appointment (either self-booked or booked by some other means [called in, or via some other booking widget/page])

The disposition indicates where in the cadence/sequence/nurturing process the Lead/Prospect tells an agent they've already connected with the facility. (i.e. Call 1, Call 2, Call 3)

GYMLEAD Left VM || GYMLEAD Call 2 Left VM || GYMLEAD Call 3 Left VM

Additionally, a follow-up text message is sent that reemphasizes the same details as were left in the Voicemail message.

The disposition indicates where in the cadence/sequence/nurturing process the voicemail message ended up being left. (i.e. Call 1, Call 2, Call 3)

GYMLEAD No Answer || GYMLEAD Call 2 No Answer || GYMLEAD Call 3 No Answer

These dispositions are used when our HelloGym Call/Contact Center Agents call a Lead/Prospect who put in an inquiry about the facility but weren't able to connect with the Lead/Prospect and were unable to leave a Voicemail message as to why they were calling. This could be due to the Lead/Prospect not having their Voicemail Box set up or the Voicemail Box being full, etc.

Additionally, a follow-up text message is sent that reemphasizes the reason they were called.

The disposition indicates where in the cadence/sequence/nurturing process the attempt to connect with the lead was made. (i.e. Call 1, Call 2, Call 3)

GYMLEAD Not Interested || GYMLEAD Call 2 Not Interested || GYMLEAD Call 3 Not Interested

These dispositions are used when the Lead/Prospect is no longer interested and do not wish to come into the facility to get more information or have any follow-ups by facility staff.

Additional Reasons for when these dispositions are used are:

If it is a current client(s)/member(s)/student(s) that fill out an inquiry form to get a facility staff member to contact them about their current account(s)/membership(s).
If the phone number is not valid/hits a phone tree/IVR.
If the Lead/Prospect has an International Phone Number (Anytime beyond the U.S. +1).

The disposition indicates where in the cadence/sequence/nurturing process the connection or attempt to connect with the lead/prospect was made and were told they aren't interested or for the other various reasons listed above. (i.e. Call 1, Call 2, Call 3)

GYMLEAD Sales Inquiry || GYMLEAD Call 2 Sales Inquiry || GYMLEAD Call 3 Sales Inquiry

These dispositions are used when our HelloGym Call/Contact Center Agents call a Lead/Prospect who put in an inquiry about the facility connect with them but the Lead/Prospect want more information or is unsure about when they can come in, they are unable to speak at the time the call was generated, or they do not speak the language(s) that the agent speaks.

The disposition indicates where in the cadence/sequence/nurturing process the Lead/Prospect tells an agent they wish to know more details, are unsure about when to come in, are unable to speak, etc. (i.e. Call 1, Call 2, Call 3).

GYMLEAD Test

This disposition is used when our HelloGym Support Team, HelloGym System Implementation/Onboarding Team runs a TEST call to ensure that outbound/outgoing SMS/Text Messages and Calls are routed correctly to and from the Call/Contact Center. Additional steps may be included in the notes section of the email providing you [The Facility Staff/Admind/Owner(s)] further instructions on what you may need to do.

GYMLEAD temp pass

This disposition is used when a Lead/Prospect puts in an inquiry about the facility but they are inquiring about using the facility temporarily while they are visiting the area. This could be for a day (day pass) or another short-term temporary membership. No appointments are scheduled for these. HelloGym Call/Contact Center Agents provide the listed ongoing staffed hours & any variation hours so the non-member(s) can stop by to purchase their Temporary Pass(es) if the facility offers any Passes.

HelloGym™ FAQs | Call Center Services - What different dispositions are I likely to receive and what do they each mean?