Yes, this is my truck. No, you can’t borrow it! | IAT SmartDial® Solutions

Yes, this is my truck. No, you can’t borrow it!

Post 309 of 390

The other night, I loaned my pickup truck to a neighbor who was going to buy a tree for his yard. He took the keys and promised he would return it in an hour or less.

Several hours later, I had still not seen any sign of him or my beloved truck. It was getting late, and I wanted to go to bed. I also wanted to make sure that my truck was returned as promised. So, I did what any rational person would do – I called him on his cell phone.

The neighbor, an ambulance chasing attorney, was upset that I had called him that late, and on his cell phone. He indicated that I had broken many laws, given the hour of the call and the fact I called his cell phone. He threatened to sue me.

Okay, so this story is totally fictional. For starters, I would not lend my truck to anyone. I rarely even let my wife drive it. But how is this story any more absurd than some of the FDCPA/TCPA compliance issues we face in the collections industry? The debtor borrowed something, with a promise to repay it in a timely manner, and then got grumpy with me – and threatened to sue – when I tried to reclaim it.

While I can understand and agree with small pieces of the FDCPA/TCPA rules and laws, most of them make little sense and are outdated. On a positive note, there has been recent legislation introduced that would amend these laws and regulations to bring them more up to date with current technologies. But for now we’re still playing by the old, outdated rules.

So, how can we minimize our risks now, while still using these tried and true practices? IAT’s predictive dialer and IVR messaging technology have built in safeguards, including the following features:

  • Legal calling hour compliance. The dialer will not make calls outside of the legal calling hours. It looks at both the area code as well as the zip code. This gives you a double verification because if both do not fall within the legal times, the number will not be dialed.
  • “Do not call” tagging. In call results, agents have the ability to tag a phone number or an account number with a “do not call” when a debtor says “stop calling.”
  • Manual dialing. Agent can choose to use a manual mode for calling cell phone numbers. Call results are tracked through the dialer, just like with other dialing modes.
  • Call monitoring. Robust call monitoring features allow you to listen to agents’ phone conversations and interact when necessary. (This comes in handy for training purposes, but also if you suspect they are doing something they shouldn’t.)
  • Call recording. Call recording options provide proof, should it become necessary.
  • Right-party identification. Our IVR messaging (Interactive Communications (IC)) technology has identification features to ensure right-party contact prior to disclosing anything about an account. It also leaves exact messages without any human error.

These features along with some due diligence on your end will greatly reduce your risks. So go ahead and use these proven methods and dial away with confidence!


, ,

This article was written by Paul