Collector - March 2020 - 21

agents to use free flow texting when they
become more comfortable.
TrueAccord, an ACA International
member company based in San Francisco,
has experimented with text messaging
by integrating SMS capabilities with its
decision engine and is in the process of
relaunching its SMS efforts. Unlike many
agencies, which communicate primarily by
phone, TrueAccord is a "digital-first, emailfirst organization" and does relatively little

communication via phone, according to
Chief Operating Officer Sheila Monroe.
"There are a couple cases where we
think SMS could be useful, mainly
where our models predict that a text
message would be more effective than say,
sending an email, and as a value-added
service to consumers such as payment
reminder," she said. "Previously we were
using it more generically with less targeted
populations, which resulted in minimal

ACA INTERNATIONAL'S

FDCPA

Compliance
Guide

upside in performance and higher than
anticipated opt outs. This time around,
we want to rethink the specific use cases
for SMS, continue to test and learn, and
over time apply more machine learning.
Unlike traditional call-and-collect
agencies, getting to a right-party contact
isn't necessarily the objective. Our ideal
outcome would be to nudge that consumer
to go open our email and choose a
repayment option." 

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crucial information that will make complying with the FDCPA easier.

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this new guide features:
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» a discussion surrounding the notice of proposed
rulemaking issued in May 2019 and how it could
potentially change the current state of the law;
» updated case citations; and
» an appendix that includes model forms provided
with the notice of proposed rulemaking.

www.acainternational.org/products

COLLECTOR 03.20

21


http://www.acainternational.org/products

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