Call Monitoring (Benchmark Report 2017)

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Call monitoring is often the frontline action an agency takes in making sure its collectors are on the right side of compliance with regards to state and federal rules and regulations related to consumer communications.

An effective call monitoring program is a critical component of any compliance management system, mandated by the CFPB, and is a way for organization’s to be able to monitor calls, look for areas of improvement, and to make adjustments when needed.

This report looks at:

This Benchmark report gives readers an idea of the practices of other agencies and organizations within the debt industry.

Explanations from responders giving additional information and insight into the call monitoring practices of their agencies.
Policies, procedures, and additional reference tools

Updated: February 2017

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