14 Calls in 22 Days is Reasonable, Says Court

Collecting debt can sometimes feel like a delicate balancing act; debt collectors must navigate challenging situations with precision and care. Getting a consumer on the phone to discuss their account can be difficult, especially considering the concern of potential Fair Debt Collection Practices Act (FDCPA) violations for calling too often. While that is true to an extent, a recent North Carolina case highlights that reasonable calling is still permitted despite general inconvenience or annoyance to the consumer.

Read the Whole Story »

Land O’ Lakes Director and Former NACARA President Named to Independent Standards Board

Chicago, Ill. -- Commercial Collection Agencies of America is proud to announce the appointments of Mike Thelen and Will Lund to the Independent Standards Board effective immediately.

Read the Whole Story »

Seventh Circuit Rules $3.95 in Postage Spent by Plaintiff to Respond to Second Validation Notice Sufficient to Establish FDCPA Standing

The U.S. Court of Appeals for the Seventh Circuit has ruled that a plaintiff in a putative class action had standing to assert FDCPA claims against the purchaser of her debt and the purchaser’s servicer based on the $3.95 she paid in postage to respond to a second validation letter after she had already responded to the first validation notice.

Read the Whole Story »

Collection Triggers: Debt Collectors’ Best Kept Secret [sponsored]

Optimizing your collection strategy is always critical, but getting things right can be especially pressing when faced with economic uncertainty and an increase in delinquencies. A data-driven prioritization strategy can help improve recovery rates while minimizing lost time and costs.

Read the Whole Story »

OneTouch Direct Celebrates Employee Appreciation Day with a Two Car Giveaway

TAMPA, Fla -- OneTouch Direct, a global business process outsourcing company, during its celebration of National Employee Appreciation Day, thanked its valued team members by hosting a fun filled day of special activities, featuring classic arcade games, catered food, employee recognition awards, and multi-level prizes. The highlight of the day, of the year, was the company’s NEW car giveaway. Two of OneTouch Direct’s top employees each won a brand-new car; after winning, they went to the dealer and picked out their car with all expenses paid by OneTouch Direct. Additionally, multiple eligible employees across our US centers were awarded their choice of a large screen TV, Grill, Kitchen Aid Stand Mixer, Laptop, and/or an iPhone with accessories.

Read the Whole Story »

FTC Submits Annual Enforcement Report to CFPB

On June 7, the FTC announced that it submitted its 2022 Annual Financial Acts Enforcement Report to the CFPB. The report covers FTC enforcement activities regarding the Truth in Lending Act (TILA), the Consumer Leasing Act (CLA), and the Electronic Fund Transfer Act (EFTA). Highlights of the enforcement matters covered in the report include, among other things:

Read the Whole Story »

How the Call Center Has to Evolve

TODAY! June 29, 2023 at 02:00 p.m. ET

Regulation F drove collections companies to integrate text messages and emails into their collections strategies. But even with the addition of those outbound strategies, there will always be consumers who prefer using telephone calls to communicate about their debt, and the collections call center has had to adjust to become more efficient in collecting via telephone.

Event Details »

Featured Resources and Webinars

from insideARM.com

» The State of Customer Outreach: Top Ten Findings for Collections

» Voice AI Transformation in Debt Collections: Insights from Early Adopters

» How to Connect with Today’s Digital Consumer

» 7 Steps to Boost Your Collection Performance with Conversational Voice AI

View all Free Reports and Webinars