Have You Timed Your Debt Collection Communications Right?
Last year had been very turbulent. The coronavirus pandemic proved to be nerve-wracking. It took a huge toll on the global economy. This is why third-party collectors must show empathy to their customers. It is the moral thing to do.
Similarly, there is a need to communicate compliantly to avoid hefty fines. In addition to the current situation, the final Consumer Financial Protection Bureau (CFPB) rules were also released. Hence, companies must revisit their debt collection communications strategy.
As a debt collector, it is your job to communicate with the debtor on behalf of the creditor or third-party debt buyer. Often this communication includes letters, phone calls, emails, or even text messages. But have you timed these communications, right? This article will discuss how to time your communications for maximum success and minimum resistance.
A recent study shows that the best time to contact a debtor is early in the morning or late at night. These times are when it’s likely they’re taking their break from work and have more free time on their hands. The worst times of day include lunchtime, mid-morning, after dinner, and before bedtime. This article also gives you tips for timing your communications with debtors so you can get as much information about them as possible without being intrusive.
-Timing Your Communications For Maximum Success And Minimum Resistance
-The Best Times To Contact A Debtor Are Early In The Morning Or Late At Night
-The Worst Times Of Day Include Lunchtime, Mid-Morning After Dinner, And Before Bedtime
The Mailbox Rule Has Become Outdated
One of the most important things that you need to know is that the mailbox rule can no longer rely on as it has become outdated. It might have been used for decades. However, debt collection companies cannot rely on it. The idea that a letter would be properly delivered to the addressee within the right time if it has been properly addressed does not hold. Since there are strict time constraints, you have to rethink things.
Outbound – Debt Collector
Collectors cannot stick to the mailbox rule as it would only miscalculate the validation period. It can be even trickier when sending out post-dated payment notices. To avoid the Fair Debt Collection Practices Act (FDCPA) violation, there is still a need to consider the presumption of delivery.
Inbound – Debt Collectors
Delivery delays will affect the collections process. The same goes for mail disputes, requests to cease communication, and requests to verify the debt. You have to establish workflows around reporting late payments to credit bureaus.
Top Tips to Communicate Compliantly
In an uncertain world, you need to know how to communicate compliantly. The following tips will help you survive without relying on the mailbox rule.
1. Rethink the Calculation of periods
One of the most important tips to ensure that your debt collection communications comply is rethinking how you calculate the periods. The validation of the period would not begin when you send batches to vendors. Instead, you have to know when the letters would hit the mail when the clock would start ticking. The proposed CFPB rules have clarified that public holidays and the weekend cannot be counted in the validation period. This would only extend the validation period.
2. Revisit Collector Training
Next, you have to provide training to collectors to ensure that follow the latest rules and do not make any violation. Emphasize active listening during training as it is a skill that will allow them to understand customers better and communicate with them.
3. Pay Attention to What Is Happening
The adverse situation has made things very difficult for everyone. Hence, you need to pay attention to what is happening if you want to maintain your reputation and ensure compliance. You might need to extend the current time frame for the validation notices based on where your customers are located. You can document everything that you do and embrace digital communications to stay on the safe side.
Once you have gone over the post, you will come to know that debt collection communications need to be timed right. We have also shared the top tips that will help you get started on the right foot. Click Here to learn more.