1.4 Regulatory Controls – Contact Threshold

This topic describes the systematic instructions to define contact limits and thresholds as part of regional debt collection regulatory controls.

Debt collection is subject to regulations worldwide that are intended to safeguard consumers from abusive practices, ensure transparency, and promote fair treatment. For example, in the United States, contact frequency and permitted channels are governed by the FDCPA and the CFPB’s Regulation F, which limit call attempts to no more than seven calls within seven days per debt (or within seven days after a successful conversation). The rules also restrict calls to 8:00 a.m.–9:00 p.m. local time, prohibit workplace contact where the employer disallows it, and allow electronic communications (email, SMS,letters) only when a clear opt-out mechanism is provided.

The key features of this functionality are:

• Regulatory configuration maintenance that will allow users to define various parameters such as – acceptable time of contact, contact limit per day, contact limit per week, block period between contacts(days), email consent check, alert preference check, alternate contact to dialer.
• Display the corresponding information on the application to the collectors with necessary warning whenever a threshold is violated.
• Share the required information to the dialer system.