Collection Software & Dialers Flashcards

What is the primary function of 'call recording and quality monitoring' software in a collection environment?

Answer: To capture agent-debtor conversations for compliance review, training, and dispute resolution

Call recording enables supervisors to review interactions for FDCPA compliance, coach collectors, and provide evidence in the event of consumer disputes.

A 'Do Not Call' (DNC) list scrub in collection software must typically occur:

Answer: Before each dial session to ensure real-time compliance

Best practice and many state laws require real-time or near-real-time DNC scrubbing before each outbound dial to prevent contacting consumers who have opted out.

In collection software, 'workflow automation' most commonly refers to:

Answer: Triggering follow-up tasks, letters, and call queues based on account status changes or events

Workflow automation routes accounts through pre-defined action sequences—such as sending a letter after a broken promise—without manual collector intervention.

Which technology allows collection software to detect whether an outbound call was answered by a live person versus an answering machine?

Answer: Answering Machine Detection (AMD)

AMD analyzes audio patterns at the start of a connected call to distinguish live human answers from voicemail greetings, routing calls accordingly.

A debt collector's collection software must comply with CFPB Regulation F's 'convenience' exception, which allows contacting a debtor at unusual times or places when:

Answer: The debtor has specifically indicated the unusual time or place is convenient

Regulation F and the FDCPA permit contact outside normal hours (8 AM–9 PM) only when the debtor has explicitly stated that such times are convenient for them.

What is the purpose of 'port and campaign management' features in a collection dialer platform?

Answer: Organizing accounts into separate outbound calling pools with distinct strategies, agents, and compliance rules

Campaign management segments accounts into distinct pools with their own dialing modes, schedules, scripts, and compliance parameters to optimize outreach by account type.

In collection software reporting, 'liquidation rate' measures:

Answer: The percentage of the total debt balance actually collected over a given period

Liquidation rate is a key performance indicator representing actual dollars collected as a percentage of the total portfolio balance, indicating overall collection effectiveness.