PCS Collection Software & Dialers 2

Question 1

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

Accepted Answer

Telephone Consumer Protection Act (TCPA)

Answer

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?

Accepted Answer

Checking accounts against DNC, bankruptcy, and deceased debtor lists

Answer

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:

Accepted Answer

Calls dropped before agent connection divided by total calls answered

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

Preview dialing

Answer

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

(PCS) Professional Collection Specialist Practice Test

(PCS) Professional Collection Specialist Practice Test

PCS Collection Software & Dialers 2