Collection Agencies Experimenting with Technology to Deliver Results in Tough Times

Comment from Aron Tomko on June 10, 2009 at 11:46AM EST

Any suggestions on a texting service that will not cost the debtor money to receive the text?

Comment from Anonymous on June 10, 2009 at 11:47AM EST

We call consumers all over the United States and our caller id is a 1-800 number. Does Live Vox have the avaialibility when it calls the consumers to show their local area code?

Comment from Marc Johnston on June 10, 2009 at 11:47AM EST

Agencies that utilize Livevox can control the caller id number that appears on the debtor's phone. It has worked quite well for me in helping to prevent "broadcasting" who is calling.

Comment from Parth Sundriyal on June 10, 2009 at 12:26PM EST

I want to know how can we use blaster campaigns with the inclusion of FOTY message?

Comment from gumshoe121 on June 10, 2009 at 12:50PM EST

How is the local phone number generated?

Comment from Marc Johnston on June 10, 2009 at 1:00PM EST

The interface that the agency uses to control the campaign speed and other parameters provides for an area to manually enter a call back number that is to be displayed on caller id.

Comment from Lethal on June 10, 2009 at 2:09PM EST

"Does Live Vox have the avaialibility when it calls the consumers to show their local area code" Isn't that deceptive. If you leave a local number, but you aren't a local collection agency... then the debtor calls in and finds your in Montana and they are in Ohio?? they think they are calling Ohio??

Comment from Gina McNaughton on June 10, 2009 at 4:28PM EST

In response to

"As communication shifts to cell phones, and as cell phone users continue to increase their use of texting, Edmunds recommends collection agencies adopt a texting strategy. Some agencies have seen more than a 50 percent increase in right-party connections using texting."

This is taken from pg 39 of the Feb 2009 FTC Workshop Report...

"Consumer advocates, however, expressed serious misgivings about the possible consumer harm that might arise if debt collectors were free to contact consumers via mobile phones and other newer technology methods.250 These commenters noted three primary concerns: (1) that some of these methods, such as mobile telephones, email, text messages, and instant messaging, may lack the requisite level of data security or confidentiality to be used for sensitive debt collection matters;251 (2) that consumers may incur costs for some contacts using new technologies if, for example, the mobile calling plan of a consumer who receives a debt collection call does not permit unlimited minutes, or imposes charges for text messages;252 and (3) that debt collectors using newer technologies may inconvenience or embarrass consumers by contacting them when they are driving, in appointments, or at work.

The entire 120 page report can be found here..

http://www.ftc.gov/bcp/workshops/debtcollection/dcwr.pdf

It is my understanding that the upcoming FTC Roundtables starting in August will be a stepping stone to FDCPA reform.

Comment from Marc Johnston on June 10, 2009 at 6:55PM EST

No more deceptive than sitting there looking at caller id numbers choosing who to call and who not to. There have been no rulings indicating it is deceptive and as long as the number actually rings back to your agency...whats the deception?

Comment from Anonymous on June 10, 2009 at 11:38PM EST

I guess that depends on your definition of what the displayed caller-ID number is designed to accomplish.

Does the definition mean "how to get back in contact with the call originator"? If so, then displaying a local area code (as long as it actually does connect back to the collection agency) isn't deceptive. In fact, it could benefit consumers by avoiding long distance fees.

Conversely, if the definition means "describe the physical location of the call originator with the displayed number", then we'd all be in trouble. If anyone were to take their cell phone into a different area code then they'd be guilty. Also VOIP would be outlawed, since there isn't automatically a corresponding physical telephone line for each VOIP call. Some VOIP systems display the location of the VOIP computers, not the call originator. So displaying a local number or a toll free number to connect to the collection agency would actually be LESS deceptive by informing the consumer of a number where to contact the collection agency, rather than a number back to the VOIP provider.

Comment from Ken Crowne; Global ARM team on June 11, 2009 at 3:33PM EST

A bit of a shameless plug, but I can answer the first two questions posted.

Premiere offers COMPLIANT and free to end user text messging. Voice is still our agencies #1 mode, but thats changing as a younger more tech savvy demographic deals with debt.

Premiere offers the ability to post whatever is desired in the caller ID space.

To learn more about SMS or other voice strategies to give lift and lower the hang ups, I'm at ken.crowne@premiereglobal.com