In an increasingly regulated environment, a leading debt-focused law firm in the Midwest saw that reducing compliance risk would lower litigation costs and raise profits. Like similar firms, it handles many late-stage collections. With proInsight, its teams analyze, audit and evaluate 100% of calls, lowering risk and eliminating legal costs tied to incorrect dispositions.

• 5X increase in call scoring speed
• 100% call audit coverage
• >95% accuracy in call disposition

The challenge

The firm couldn't efficiently audit enough calls to eliminate the legal costs of incorrect dispositions and other compliance issues. Manual disposition processes and reviews carried a high risk of human error and low confidence in accuracy, leaving the firm exposed to costly litigation.

The solution

The firm turned to proInsight, which listens to every call, runs analytics and provides process insight. proInsight checks each call's disposition against the recording and transcript and flags errors. It also provides automated scorecards and call review workflows, easing the load on QA and compliance teams.

The results

proInsight analyzes every call made through the firm's recording dialer, raising audited calls to 100% and adding tags and accurate dispositions. Compliance managers see customized, automated scorecards next to call transcripts and can search for text instead of listening to whole calls, scoring calls five times faster.

“proInsight has been immensely helpful in our ongoing efforts to mitigate risk and provide an incredible customer experience. I'm confident that using Prodigal's products would benefit other law firms with a collections practice as much as they've assisted us.”
VP of Operations & Business Development

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