COLLECTION COMPLIANCE SYSTEM
Techniques for selectively prohibiting or allowing a debt collection call are disclosed. In an example, a method processing a debt collection call may include receiving a collections compliance request with at least a To number and a From number, identifying a client based on the From number, determining if the To number is included in a client no-contact list, determining if a call frequency count value is appropriate, such that the call frequency count value is based on the To number, determining if a curfew value is being exceeded based on a current time and the To number, allowing the debt collection call to proceed if the To number is not included in the client no-contact list, the call frequency count value is appropriate, and the curfew value is not being exceeded, and prohibiting the debt collection call if the To number is included in the client no-contact list, the call frequency count value is not appropriate, or the curfew value is being exceeded.
1 . A method for selectively prohibiting or allowing a debt collection call, comprising:
receiving a collections compliance request comprising at least a To number and a From number;
identifying a client based on the From number;
determining if the To number is included in a client no-contact list;
determining if a call frequency count value is appropriate, wherein the call frequency count value is based on the To number;
determining if a curfew value is being exceeded based on a current time and the To number;
allowing the debt collection call to proceed if the To number is not included in the client no-contact list, the call frequency count value is appropriate, and the curfew value is not being exceeded; and
prohibiting the debt collection call if the To number is included in the client no-contact list, the call frequency count value is not appropriate, or the curfew value is being exceeded.
2 . The method of claim 1 further comprising determining if the To number is included in a sub-account no-contact list, wherein a sub-account is associated with the client.
3 . The method of claim 1 further comprising determining if the To number is included in a campaign no-contact list, wherein a campaign is associated with the client.
4 . The method of claim 1 wherein the call frequency count value is further based on a sub-account.
5 . The method of claim 1 wherein the call frequency count value is further based on a campaign.
6 . The method of claim 1 further comprising:
determining if the To number meets an override requirement;
allowing the debt collection call to proceed if the override requirement is met; and
prohibiting the debt collection call if the override requirement is not met, and if any one of the following is true:
the To number is included in the client no-contact list;
the call frequency count value is not appropriate; or
the curfew value is being exceeded.
7 . The method of claim 1 further comprising updating a call compliance audit log to indicate whether the debt collection call was allowed or prohibited.
8 . The method of claim 1 further comprising sending a pre-call notification message based on the From number.
9 . The method of claim 1 wherein the collections compliance request is received by an Interactive Voice Response application.
10 . The method of claim 1 wherein the collections compliance request is received from a Customer Relationship Management system (CRM).
11 . The method of claim 1 further comprising:
presenting a compliance settings page to a user;
receiving one or more frequency limits;
receiving one or more curfew periods;
receiving one or more client no-contact numbers; and
storing the compliance settings page.
12 . The method of claim 1 wherein prohibiting the debt collection call includes prohibiting the debt collection call if the To number is associated with a wireless device.
13 . The method of claim 1 wherein prohibiting the debt collection call includes prohibiting the debt collection call if the To number is associated with a particular area code.
14 . The method of claim 1 wherein the To number and the From number are computer readable information.
15 . A system for assisting an agent in complying with debt collection laws and business requirements, comprising:
a memory;
at least one processor operably coupled to the memory and configured to:
receive a collections compliance request including a To number and a From number;
identify a client based on the From number;
determine if the To number is blocked;
determine is an override is available;
determine if a client opt-in requirement is satisfied;
allowing a call to the To number if the To number is not blocked, or the override is available, or the client opt-in requirement is satisfied; and
blocking the call to the To number is the To number is blocked, and the override is not available, and the client opt-in requirement is not satisfied.
16 . The system of claim 15 wherein the at least one processor determines the To number is blocked if the at least one processor determines that a current call frequency count value for the To number is exceeded.
17 . The system of claim 15 wherein the at least one processor determines the To number is blocked if the at least one processor determines that a call curfew value is being violated.
18 . The system of claim 15 wherein the at least one processor is further configured to provide a pre-call notification message to the agent.
19 . The system of claim 15 wherein the at least one processor is further configured to provide a do not contact message to the agent.
20 . The system of claim 15 wherein the collections compliance request is received from a Customer Relationship Management system (CRM).