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Collection Software & Dialers Flashcards

7 cards from real PCS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

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  1. Which FTC regulation most directly governs the use of predictive dialers in debt collection?

    Answer: Telephone Consumer Protection Act (TCPA)

    The TCPA restricts autodialer use, requiring prior express consent before calling cell phones with automated or prerecorded messages.

  2. In collection software, what does an 'account scrub' typically refer to?

    Answer: Checking accounts against DNC, bankruptcy, and deceased debtor lists

    An account scrub cross-references the portfolio against Do Not Call registries, bankruptcy filings, and deceased debtor databases before dialing.

  3. A predictive dialer's 'abandon rate' is calculated as:

    Answer: Calls dropped before agent connection divided by total calls answered

    The abandon rate measures the percentage of answered calls where no agent was available, resulting in the consumer hanging up.

  4. What is the primary purpose of a 'right-party contact' (RPC) flag in collection software?

    Answer: To confirm the debtor reached was the actual person responsible for the debt

    RPC flags track when a collector successfully reaches the actual debtor rather than a third party, measuring true contact effectiveness.

  5. Which dialing mode is best suited for high-balance accounts requiring personalized agent preparation before the call connects?

    Answer: Preview dialing

    Preview dialing presents the agent with the account details before the call is placed, allowing time to review history on sensitive or complex accounts.

  6. In collection CRM software, 'promise-to-pay (PTP) tracking' is used to:

    Answer: Monitor and follow up on payment commitments made during collector-debtor conversations

    PTP tracking logs the promised payment date and amount, triggering reminders and follow-up queues if payment is not received.

  7. What does 'skip tracing integration' in collection software enable?

    Answer: Connecting to external data sources to locate updated contact information for debtors

    Skip tracing integration pulls current address, phone, and employment data from third-party databases to re-establish contact with relocated debtors.

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