Collection Software & Dialers Flashcards

When configuring a predictive dialer's pacing algorithm, increasing the 'dialing ratio' will most likely:

Answer: Increase agent talk time but also raise the call abandon rate

A higher dialing ratio places more calls per available agent, increasing talk time utilization but risking more abandoned calls when calls are answered faster than agents become available.

Which collection software feature helps ensure FDCPA §805(b) compliance by preventing disclosure of debt information to unauthorized third parties?

Answer: Third-party contact scripting restrictions and call monitoring alerts

FDCPA §805(b) prohibits communicating debt details to third parties; scripting restrictions and alerts remind collectors to verify they are speaking with the debtor before disclosing information.

An 'agentless' or 'voice broadcast' dialing campaign is most appropriate for:

Answer: Delivering pre-recorded payment reminder messages to debtors who have provided consent

Voice broadcast campaigns deliver pre-recorded messages and are suitable for reminder calls where the debtor has consented to automated contact.

In collection software, 'account scoring' or 'propensity-to-pay' models are primarily used to:

Answer: Prioritize which accounts are dialed first based on likelihood of recovery

Propensity-to-pay scoring ranks accounts by predicted collectibility so that the highest-value, most-likely-to-pay accounts receive priority dialing resources.

What is a 'call cadence' strategy in auto-dialer configuration?

Answer: A structured schedule defining how often and at what times accounts are dialed across a campaign

Call cadence defines the timing, frequency, and channel mix for outreach attempts, balancing contact rates with harassment concerns.

Under the CFPB's Regulation F, a debt collector using an automated dialer is limited to how many telephone call attempts per week per debt?

Answer: 7 attempts

Regulation F establishes a safe harbor presumption of harassment if a collector attempts to call more than 7 times within 7 consecutive days for a single debt.

Which collection software module typically handles electronic payment processing, including ACH and credit card transactions from debtors?

Answer: Payment gateway integration

Payment gateway integration connects the collection platform to processors like payment card networks and ACH networks to accept and record debtor payments.