Omnichannel communications are the hottest new trend in the collections industry. Before you launch an omnichannel communications strategy, it is essential to consider generational and regulatory considerations.

Generational Considerations

The key to success in the industry is by focusing on providing the best customer experience. You need to communicate with customers in such a way that they feel comfortable with discussing their issues. It is essential to keep in mind that not every customer with being comfortable using specific channels. Hence, you must identify which generation you are contacting to alter the consumer group’s methods.

When dealing with traditionalists born before 1945, you must stick to phone calls and letters.

As for baby boomers, they also prefer phone calls and letters on the older side. However, if you contact the younger side, you can opt for email, live chat, and texting.

However, they would not be as familiar with social media. If you are contacting Gen X, they would have no trouble using all of the channels. When dealing with older and younger millennials, they will be able to use all channels. However, younger millennials do not like responding to phone calls and letters. Hence, you would need to communicate digitally. Finally, Gen Z would only use digital channels for communicating.

Regulatory Considerations

Since there are many different communication channels, you need to learn about the laws governing those channels and the entity responsible for governing the regulations. If you opt for digital consumer contacts, you need to learn about FDCPA implications and KYC (Know Your Customer) rules. The information is mentioned below.

  • Social Media (Instagram, Snapchat, Twitter, LinkedIn, and Facebook): CFPB/ UDAAP
  • Payment Portal: NACHA, PCI DSS, EFT Act
  • Website/ Chat: ADA
  • SMS/ Text: TCPA
  • Email: CAN-SPAM, E-SIGN
  • Voice Mail: Ring-less (TCPA)
  • Phone (Cell/ Landline): TCPA

Consumer Financial Protection Bureau

If you want to discuss anything related to finance with consumers, you must first mention the CFPB. The CFPB had guided UDAAP to help companies avoid Unfair, Deceptive Acts and Practices. The CFPB has acknowledged that customers want to communicate using methods besides snail mail and phone.


TCPA only applies to SMS/ text messages, according to the FCC. The same consent and approval are required for texts as needed for making a call. There needs to be a process for revocation for all channels. You should provide customers with the ability to revoke consent based on their convenience.

  • Fax
  • Mail
  • Live Chat
  • Email
  • Text Message
  • Phone
  • In-Person


To create a license for texting, you need to work with the CTIA. You could come up with a message that reads “Text ATM to 654321” to allow customers to get texts.

E-Sign Act

Finally, you need to know more about the E-Sign Act. It requires the use of electronic records to satisfy the rule of law.