PCS Collection Software & Dialers 2 — Questions and Answers
Question 1: Which FTC regulation most directly governs the use of predictive dialers in debt collection?
- Fair Debt Collection Practices Act (FDCPA)
- Telephone Consumer Protection Act (TCPA) (Correct answer)
- Gramm-Leach-Bliley Act (GLBA)
- Electronic Fund Transfer Act (EFTA)
Correct answer: Telephone Consumer Protection Act (TCPA)
The TCPA restricts autodialer use, requiring prior express consent before calling cell phones with automated or prerecorded messages.
Question 2: In collection software, what does an 'account scrub' typically refer to?
- Deleting paid-off accounts from the system
- Checking accounts against DNC, bankruptcy, and deceased debtor lists (Correct answer)
- Removing duplicate account entries
- Archiving inactive accounts to cold storage
Correct 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.
Question 3: A predictive dialer's 'abandon rate' is calculated as:
- Calls answered divided by calls placed
- Calls dropped before agent connection divided by total calls answered (Correct answer)
- Total calls placed minus total promises-to-pay
- Agent idle time divided by total shift hours
Correct 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.
Question 4: What is the primary purpose of a 'right-party contact' (RPC) flag in collection software?
- To mark accounts eligible for legal action
- To confirm the debtor reached was the actual person responsible for the debt (Correct answer)
- To indicate the account has a valid mailing address
- To flag accounts where payment was collected
Correct 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.
Question 5: Which dialing mode is best suited for high-balance accounts requiring personalized agent preparation before the call connects?
- Predictive dialing
- Power dialing
- Preview dialing (Correct answer)
- Agentless dialing
Correct 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.
Question 6: In collection CRM software, 'promise-to-pay (PTP) tracking' is used to:
- Automatically debit the debtor's bank account on the agreed date
- Monitor and follow up on payment commitments made during collector-debtor conversations (Correct answer)
- Generate legal notices when promises are broken
- Calculate interest on outstanding balances
Correct 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.
Question 7: What does 'skip tracing integration' in collection software enable?
- Automated settlement offer generation for hard-to-locate debtors
- Connecting to external data sources to locate updated contact information for debtors (Correct answer)
- Tracking the physical movement of field agents during in-person collections
- Monitoring email open rates for written collection notices
Correct 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.
PCS Collection Software & Dialers 2
Which FTC regulation most directly governs the use of predictive dialers in debt collection?