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Compassionate Collections: How Technology is Shaping the Collections-to-Consumer Relationship


Nearly a third of Americans with a credit file have some type of debt that’s in collections, which typically means they’d receive phone calls about their outstanding balance. However, rules effective Nov. 2021 gave debt collectors explicit permission to use a wide range of communication methods to interact with consumers, including texting, emailing and social media messaging, which will have a significant impact on both collections tactics and consumer behavior. Whilst the regulations predominantly relate to third party collection agencies, utilizing a compassionate debt collection technique also holds a wealth of benefits for in-house, 1st party collections departments.

The following report outlines the current debt landscape in the US, what impact technology and innovation has on collections and most importantly, how to create an effective, compassionate debt collections strategy for your customers.