The debt collections industry is experiencing a time of disruption. As the performance of outbound dialing experiences a decline. Core dialer performance metrics have dropped over the course of a year. For instance, the right-party contact (RPC) rate has fallen significantly.
Despite the worsening of performance, collection agencies have been apprehensive of retiring dialers, which have helped with outbound strategies since the 80s. The fact is that outbound calling continues to be conducted to drive output. This results in agents being at the forefront of the collections process. However, outbound dialing creates a hurdle in alternative communication channel adoption.