Collection Software & Dialers Flashcards

Which feature in collection software helps prevent collectors from leaving voicemails that violate FDCPA §805(b) by disclosing the debt to third parties?

Answer: Voicemail scripting restrictions and consent verification gates

Consent verification gates and scripted voicemail messages ensure collectors only leave messages that comply with FDCPA third-party disclosure prohibitions.

What is 'ringless voicemail (RVM)' and its primary compliance concern in debt collection?

Answer: A message delivered directly to a voicemail inbox without ringing; TCPA autodialer consent requirements may apply

RVM delivers audio messages directly to voicemail without causing the phone to ring, but regulators and courts have debated whether it constitutes a 'call' requiring TCPA consent.

A collection software system's 'client portal' feature primarily allows:

Answer: Creditor clients to upload new account placements, monitor collection activity, and pull performance reports

The client portal is a secure interface through which creditor clients manage their relationship with the collection agency, including placement uploads and real-time reporting.

When a debtor sends a written cease-communication request, which collection software action should occur immediately?

Answer: The account should be flagged as 'cease and desist' to suppress all future outbound contact attempts

FDCPA §805(c) requires that upon receipt of a written cease-communication request, the collector stop all future contact except to confirm cessation or notify of specific legal action.

In a cloud-based collection platform, 'data encryption at rest and in transit' is required primarily to comply with:

Answer: GLBA Safeguards Rule and applicable state data security laws protecting nonpublic personal information (NPI)

The GLBA Safeguards Rule requires financial institutions, including debt collectors, to implement security programs protecting consumers' nonpublic personal information from unauthorized access.

What does 'IVR self-service' in a collection software platform allow debtors to do?

Answer: Obtain account balance information, make payments, or set up payment plans without speaking to a live collector

IVR self-service menus let debtors interact with the collection system autonomously, reducing live agent workload and allowing 24/7 payment access.

Which metric best indicates the efficiency of a predictive dialer in connecting agents with live debtors?

Answer: Agent utilization rate (percentage of time agents spend on live calls vs. idle)

Agent utilization rate measures how productively the dialer is connecting agents to live calls; a higher rate means the dialer is efficiently minimizing agent idle time.