New terms have been learned by the accounts receivable management industry during the past few years. Some of the most popular new terms include call labeling and call blocking. A new term that you need to know about is text blocking. Finally, a major carrier has prohibited debt collection text message limits.
According to the latest Code of Conduct published by T-Mobile in November 2020, best practices have been modified to ensure high integrity, high-quality business communications, and not spam. T-Mobile has revealed its goals as mentioned below.
- To remain flexible and evolve rules to keep up with the latest trends.
- To support open communication and transparency with businesses.
- To empower customer choice.
- To design minimal and common-sense policies.
- To protect subscribers from receiving unwanted messages.
The guidelines aim to supplement the latest CTIA Messaging Principles and CTIA Short Code Monitoring Handbook. They state that the T-Mobile Guidelines would take precedence where the two conflict. The guidelines claim the following results in case of non-compliance.
- Suspension of network services.
- Suspension of the right to a new phone number.
- Restriction on daily quota messages for 10 DLC services.
- Suspension of sending rights of toll-free, long code, and shortcode numbers.
Consent requirements and definitions have been specifically outlined by the guidelines relating to promotional, informational, and conversational messages. If you are not aware of where debt collection communications fall, they fall under the informational category. The following are considered compliance flags by the guidelines.
- Number Cycling: It refers to the practice of using the same number continuously until its deliverability starts to degrade. Then, the number is discarded for a new one.
- Dynamic Routing: Each toll-free, shortcode, and 10 DLC number needs to have a single route for delivery.
- Filter Evasion Assistance: It is a strategy for sending messages to evade SPAM controls. It includes prohibiting getting new phone numbers for replacing phone numbers that the receiving network has blocked.
- High Opt-Out Rates: It includes immediate suspension or blocking of numbers that have a message campaign based on a 4% opt-out rate within 24 hours.
Finally, the guidelines published by T-Mobile discussed disallowed content. It is considered a mere nuisance and deceitful, resulting in SPAM complaints being filed on the network. Hence, T-Mobile does not want to support such campaigns any longer. The categories that fall into disallowed content are mentioned below.
- Non-Direct Lenders
- Payday Loans
- Debt Consolidation
- Debt Collection
- Debt Reduction
- Credit Repair Programs
- Risk Investment Opportunities
- Job Alerts from Third Party Recruiting Firms
- Work from Home Programs
- Illegal Prescriptions
- Campaign Types Which Are Not In Compliance
- Any Other Illegal Content
T-Mobile is taking the first step towards bringing checks and balances when it comes to debt-collect text campaigns. More network companies are likely to follow suit.