Blog Archives

What Does the PCI DSS 3.2 Early Release Mean for the Future?

The SSC recently announced that the latest PCI DSS revision release would be moved up. Instead of being released in November on the three-year cycle, as it has been in the past, revisions will now come out much faster and

Posted in Business

3 Ways Agencies are Using Speech Analytics to Stay Ahead of the Competition

Speech analytics software has been available for use in commercial industries for almost 15 years. But in reality, it’s more likely that only about 25% of organizations are using speech analytics solutions. And according to an article from Smart Customer

Posted in Business

Better Systems & Processes Lead to Fewer Consumer Complaints About Debt Collectors in 2015

According to the September 2015 article “Data Shows a Double-Digit Decline in Debt Collection Complaints” from ACA International, the overall number of complaints against collection agencies by consumers is in decline. In fact, the article stated that, contrary to popular

Posted in Business

Reporting Metrics for Call Agent Performance

In the early days of our industry, the main reporting metrics used to track agent performance were mostly those of efficiency. We saw a lot of scores based on how many calls were made per hour, how quickly the agent

Posted in Business, Contact Center Solution

Debt Collection Agencies’ Role in the US Economy

There are three main spokes on the financial industry wheel: consumers, creditors, and debt collectors. And each of these branches plays an integral role. Consumers rely on available credit to access services and goods they might not otherwise be able

Posted in Business

CFPB Recommendations for Data Automation

The goal of the Credit Financial Protection Bureau (CFPB) is to protect consumers against unfair treatment by banks, securities firms, credit unions, debt collectors, and other US financial institutions. As part of their goal, the CFPB has constantly aimed to

Posted in Business

Stress Management

When it comes to running a contact center, one of the biggest challenges many face is attrition. Attrition, or employee loss, is incredibly high in the industry, and through some research into the lives and minds of contact center agents,

Posted in Business

Toeing the Line with Big Data: The Boundaries According to the FTC

FTC Report on Big Data The Federal Trade Commission (FTC) released its report “Big Data: A Tool for Inclusion or Exclusion?” in January 2016. Based on data from a public workshop on September 15, 2014, the commission sought to understand

Posted in Business

The Hidden Benefit to A+ Compliance Practices: Why You Should Always Be Able to Prove a Bona Fide Error Defense

Do You Have Proactive Compliance Strategies? Being compliant, performing audits, and having a compliance department are all part of a larger proactive plan to avoid legal action that can cost you thousands. If you’re doing everything the way you should

Posted in Business

Is Your Call Agency Enforcing Mini Miranda Rights?

A Closer Look at Call Procedures and Compliance The Mini Miranda statement is a requirement necessitated by the Fair Debt Collections Practices Act (FDCPA). In essence, the statement lets the customer know that “this communication is from a debt collector.

Posted in Business