In the world of collections and customer outreach, every call your agents make is followed by marking the outcome, what’s called a call disposition. This label tells your system what happened during the call and acts as an indicator on what can be done next.

But what if an agent marks the call wrong? This seemingly small mistake can have surprisingly big consequences.

Why call dispositions matter?

Think of dispositions like instructions on a recipe card. If the instructions say “stop cooking,” you stop. If they say “keep cooking,” you continue.

Dispositions work the same way for accounts: they guide your dialing system on which accounts to call, which to pause, and which to flag for compliance reasons.

Getting these right is critical because:

1. If you call someone you shouldn’t (for example, someone who said “stop calling”), you are breaking the law and exposing yourself to possibly thousands of dollars of litigation costs (whether settled in-court or out-of-court).
2. If you don’t call someone who is paying, you lose money you could have collected.

What is the real cost of wrong dispositions?

Wrong dispositions cause two main issues:

Legal risks and compliance problems

When an agent marks a call wrong, they might accidentally keep calling someone who’s asked not to be contacted. This can lead to lawsuits or regulatory fines.

For example, a recent case involved a consumer who requested the calls to stop. Despite this, the agency kept leaving prerecorded voicemails. This resulted in a class-action lawsuit as the consumer sued the agency because the calls violated the Telephone Consumer Protection Act (TCPA) and Fair Debt Collection Practices Act (FDCPA).

The problem? The call disposition didn’t reflect that consent had been revoked, so the system kept calling, exposing the company to costly legal claims.

Lost revenue from blocking paying accounts

In rare cases, agents intentionally mark right-party calls as "Third Party" or "Wrong Number" to avoid quality assurance checks, since many firms only audit Right Party Calls.

This misclassification lets them escape accountability, but often at the cost of leaving money on the table and hurting recovery efforts from poorly handled right party calls.

When this happens, you stop calling accounts that are actually paying or likely to pay. Over time, this can add up to significant lost revenue.

Even if only 3–5% of dispositions are wrong, across thousands of accounts and calls, that percentage translates into real dollars lost and increased risk.

Why agents make mistakes?

Your agents work hard. But their jobs are tough:

1. They handle hundreds of calls a day.
2. Conversations are often complex and nuanced.
3. They must balance speed, accuracy, and compliance.
4. Sometimes, they’re dealing with fatigued or frustrated customers.

With so much going on, one can see how mistakes happen, a “stop calling” request might be missed, or a paying customer might be flagged wrongly.

But here’s the important point: human error isn’t the problem. The problem is not catching those errors fast enough.

How proInsight helps catch and correct wrong dispositions?

proInsight analyzes the full call transcript, detects risk-related language (like revocation of consent), and cross-references CRM outcomes in real time.

Here’s how it works:

Understands context, not just keywords

proInsight uses advanced AI to understand the full context of a call. It listens for intent, tone, and details, not just “stop,” “no,” or “do not call.” This means it’s much better at catching subtle cues agents might miss.

Matches dispositions against CRM records

proInsight cross-checks the actual conversation against what agents logged in your CRM or telephony system. If there’s a mismatch, for example, a call that should have been marked “do not call” but wasn’t, it flags it instantly.

Real-time cleansing reports

You don’t have to wait weeks to find mistakes. proInsight can send reports daily (every 15 minutes), so your compliance or operations teams can take immediate action.

Don’t let dispositions put you at risk!

Wrong call dispositions can cause legal and reputational damages. proInsight helps you compare your records with what really happened on the call and quickly fix the errors.

With proInsight on your side from Day 1, you don’t have to rely solely on agents to get it right every time. Stay compliant, protect your business, and recover more.