Call Monitoring

• Many collection agencies implement a system of live call monitoring. A supervisor or manager will listen in on an actual call between collection agent and the debtor. In some cases, the monitor will have a call grading sheet that he uses to grade the call on a scale of 1 to 10. On occasion, once the call has ended, the monitor will go over the call with the collection agent to point out what his strengths were and maybe where he might have gone wrong with the call.
  
  

Call Recording

• Because of the ratio of monitors to collectors, not every call can be monitored live so some agencies have set up a digital recording system. The calls are recorded so the monitor can go back, pick and listen to the call he desires to see if the collection agent was compliant. If any violations have been recorded, they are typically forwarded to the agency's compliance department.
  
  

Compliance

• Just about every collection agency has a compliance department. The purpose of this department is to ensure that policy and procedure are being maintained and that the right's of the debtor being called do not get violated. These are individuals specifically trained in the Consumer Credit Protection Act as well as the Fair Debt Collection Practices Act. It is not uncommon for these individuals to sometimes randomly monitor collection calls themselves. When violations are discovered, the collection agent and sometimes the agent's supervisor are held accountable.
  
  

What Are They Looking For?

• The Fair Debt Collection Practices Act (FDCPA) was added in 1978 to the Consumer Credit Protection Act as Title VIII. It prohibits certain types of behavior by the collecting party toward the debtor. Collection managers and supervisors apply this while monitoring calls. They make sure collection agents do not threaten arrest or legal action that is not being considered, disclose information to third parties, attempt to collect unjustified amounts, use abusive or profane language, misrepresent the debt, or allow a phone to ring repeatedly, and they make sure the calls are made during the allowed call times. The FDCPA has declared that 8 a.m. to 9 p.m. local time only is allowed. If collection managers witness a violation of any of these rules, they are required to report the collector to the compliance department for reprimand.
  
  

Conclusion

• Collection agencies have policies and procedures designed to protect themselves as well as the consumer. Call monitoring is just one of the tools used for this purpose. It provides an atmosphere of accountability and fairness and promotes an honest work ethic on the part of the collection agent.