Quality assurance
A Routine for Cleaning Up Call Disposition Codes
Keep call outcomes useful by retiring unclear codes, defining each active choice, and reviewing records that land in catch-all categories.
Start with the decisions the data supports
List the reports, routing rules, and follow-up queues that depend on disposition codes. A code should help someone decide what happens next. If two choices always produce the same action and no reviewer can explain the difference, they may not need to remain separate.
Define active codes with examples
Give every code a short definition, an inclusion example, an exclusion example, and the required note fields. Distinguish call intent from call outcome. A caller may ask for an appointment, but the outcome could be booked, referred, waitlisted, or follow-up required.
Review catch-all use before changing the list
Sample records marked other, general inquiry, or completed. Group the underlying reasons and check whether assistants misunderstood existing choices or encountered a real gap. Update training and reporting mappings at the same time as the code list.
Retire codes with an effective date rather than rewriting historical records. Publish the owner for new-code requests and review catch-all volume on a set cadence so the taxonomy stays controlled.