Collection Calls

Telephone Systems

DialConnect Registration

DialConnect Softphone

DialConnect Web Agent

DialConnect Layout

Access Accounts From Latitude

Phone Calls Compliance

Call Compliance – Calling Times

Call Compliance – Frequency

Call Compliance – Call Locations

Call Compliance – Status Code

Making & Receiving Calls

Call Management

Call Dispositioning

Locating Accounts – Consumer Name

Locating Accounts – Social Security Number

Review Account Compliance

Review Communication History

Review Payment History

Review Client Information

Introduction

Disconnected Numbers

No Answer

Wrong Party Call

Unauthorized Third Parties

Authorized Third Parties

Right Party Calls

Voicemail Compliance

Voicemail Script

Reasonable Belief

Leaving a Voicemail & Documenting

FDCPA Right Parties

Reliant Right Parties

Locating Spouse Information

Locating Attorney Information

Third Party Authorization

Wrong Party Call

Active Listening

Probing Questions

Best Practices

Example of an Outbound Wrong Party Call

Example of an Inbound Wrong Party Call

Practice a Wrong Party Call

Documenting a Wrong Party Call

FDCPA – Acquistion of Location Information

Third Party Call

Legal Considerations

What are Third Party by chance calls?

When are we permitted to directly call a third party to obtain Location Information?

How do you respond to third party questions?

When can we leave a message?

Example of an Outbound Third-Party Call

Example of an Inbound Third-Party Call

Practice a Third-Party Call

Documenting a Third Party Call

Compliant Call Opening

Example-Outbound Call With 1 Point of Verification

Example-Inbound Call With 2 Points of Verification

Engage & Build Rapport

Seek Understanding

Outline Options

Listen & Address Objectives

Obtaining Consumer Demographics

Verify Agreement

Execute Proper Follow-Up

Example Call 1

Example Call 2

Documenting Hardnotes

Updating Consumer Demographic Consent

Third Party Authorization

Updating Inconvenient Times

Updating Restrictions On Locations

Adding Consent to Call During Quiet Period

Call Compliance – Status Code

NYC Language Preference

Queues

Timed Reminders

Regulatory – Call Intro Requirements

Regulatory – Regulation Violations

Customer

Accuracy

Efficiency

Effective