To quote a recent press release from ACA International (June 11, 2014), “Consumer debt collection is among the heaviest regulated activities in America by federal, state and local laws and regulations.”
As a member of this industry, IAT is fully aware that compliance to industry laws and regulations is crucial to running your agency. A big part of our job as a quality dialer vendor is to provide you with a product that helps you stay within the legal bounds while still efficiently making contact with accounts.
We keep track of current legislation and court rulings so we know how best to keep our clients compliant.
IAT’s dialing technology is packed full of compliance tools and features to help you and your agents handle calls appropriately. But much of the heavy hitting legal concerns can be managed with careful behind the scenes analysis before the dialer ever places a call. Tailoring the specific details to fit your business needs, the dialer will filter which calls are placed and which are skipped or rescheduled for another time or manual call.
Below is an example flow chart of the verification process each potential call may go through before being dialed.
The first group of filters are enabled with IAT’s CellScrub tool. Accessing the most current data available, the dialer checks both for the numbers origin (landline or wireless) as well as whether the number has been “ported” (e.g. moving a number from a landline to a mobile phone and vice versa).
Without express prior consent, the TCPA prohibits dialing cell phone numbers with an automated dialer. If the number in question is a cell phone and the contact has not given express prior consent, the dialer will skip it every time and notify you of the number’s status. However, if you have obtained the proper permissions from the contact, the dialer will move on to the next item on the checklist.
The dialer can also exclude other specified numbers. You may have contacts that have asked not to be contacted on a certain phone number, or accounts in legal proceedings requiring you to contact a legal representative in lieu of the debtor, in these, or any other, pertinent scenarios you are able to manually mark that number to your own “Do Not Call” list and the dialer will skip dialing them as well.
If a number passes all the “OK to Dial” requirements up to this point, the dialer then verifies the account is within the legal calling hours by checking both the area and zip codes for the account.
Finally, you can avoid placing multiple calls to the same number/account in a short time period. If that number or another number on the same account has been dialed within the specified time frame (1 day, 3 days, 1 week, etc.) it will also be skipped.
The dialer checks all of these factors very quickly, and if the potential number passes, it is dialed and transferred to a waiting agent. Enabling all these compliance tools will help ease your mind and avoid legal entanglements for dialing numbers that shouldn’t be dialed.
IAT’s dialer has many compliance tools for when a call is connected to an agent. To find out more about these and other features, contact a representative today.
This article was written by Jenna Bowman