Collections calling where the compliance line is prompted, not remembered.
Firetone runs collections end to end. The dialer paces on live answer rates. Assist surfaces the right arrangement mid-call. Every conversation is scored against your own rubric, not a sample.
Collections is where dialing efficiency meets regulatory risk
A collections floor pulls two ways. Contact rate demands agents spend their time talking. Conduct rules demand every call is defensible.
Most platforms optimise the first and audit the second monthly, on a two percent sample. Firetone puts both in the call path: a hard drop-rate ceiling, prompted wording, and scoring on every call.
A collections call, start to finish
The book is ordered before it is dialed
Answer-rate prediction scores each record, and the best-time-to-call model re-orders the day around when each account holder has actually been reachable.
Suppression and consent are checked at dial time
DNC state, consent and any account-level contact restrictions are evaluated as the call is placed, so a restriction added this morning holds this afternoon.
The agent gets the arrangement, not just the balance
Real-time assist surfaces the next-best offer — a split plan.
The mandated wording is prompted
Where a disclosure or affordability line is required before an arrangement can be confirmed.
The call is scored and written back
Disposition, recording, transcript, summary and the arrangement terms go to the account record. Script compliance and promise-to-pay likelihood are scored on the call itself.
What a collections operation gets
Promise-to-pay likelihood
A per-call estimate of whether the arrangement being discussed will actually be kept, with the factors that drove it listed.
Prompted mandated wording
Required disclosures and affordability lines appear at the point in the conversation where they are needed.
Script compliance scoring
Every call is checked for missed disclosures and prohibited phrases, flagged on the call it happened on.
Hard drop-rate ceiling
The abandoned-call limit is enforced continuously rather than averaged across a reporting period.
Branching scripts and dispositions
Mandatory fields per outcome, so an arrangement cannot be dispositioned without its terms.
Retention rules
Per-campaign recording retention with encrypted storage and an exportable audit trail.
Compliance evidence is a by-product, not a project
Scoring on completion means the audit trail assembles itself: what was said, when, by whom, and what the customer agreed to. Retrieving it is a query, not an excavation.
Recordings and transcripts are tenant-isolated and are not used to train shared models. Where recordings may not leave your building at all, the same platform runs on-premise or hybrid with media held locally.
Collections questions
How does the dialer avoid excessive contact attempts?
Contact frequency rules apply per account, not per list, so someone on three campaigns does not get three calls. Attempts are re-ordered by the best-time-to-call model, which usually raises contact rate while lowering attempts per account.
Can we enforce that a disclosure was read before an arrangement is confirmed?
Yes. The mandated wording is prompted on screen at the point it is required, the disposition can be configured to require the arrangement terms as mandatory fields, and compliance scoring checks the transcript for the disclosure afterwards.
What is promise-to-pay likelihood based on?
It is a per-call estimate drawn from the account's history, the terms being discussed, and the conversation itself. Every score lists the factors that produced it, in the console and the export. A supervisor can see why a call scored as it did rather than trusting a number.
Where are call recordings stored?
In cloud deployment, in tenant-isolated encrypted storage with per-campaign retention rules. Where recordings may not leave your premises, the platform runs on-premise or hybrid with media held locally.
Run this on your own calls first.
The free trial includes one module, ten seats and the full AI feature set. An engineer configures your first campaign with you, so you are measuring against your own baseline rather than ours.