For debt collection agencies
Every call reviewed.
Not two percent.
A QA programme that samples a handful of calls a week is guessing about the rest. CollectionsQA records, transcribes and scores every call your collectors take — and watches the desktop of the ones working from home. Your supervisor gets one report each morning saying which calls need them, and why.
From $39 per monitored seat · supervisors and admins free · no card to talk to us
The gap
Your collectors went home. Supervision did not follow them.
The platform your accounts live in stores recordings and stops there. The contact-centre QA tools score calls, but ship no collections scorecard — no FDCPA category set, no disclosure detection; you build that yourself, in a spreadsheet, and maintain it forever.
And neither category watches a collector who is working from a spare bedroom. The industry went remote. The tooling did not follow.
That is the seam this sits in: desktop-level oversight of a remote collector, with the call content read against the rules that actually govern the call.
Not a sample. Every person, every shift, on one timeline.
Recorded, transcribed and scored — not spot-checked by whoever had time.
Each morning, covering the day before, with flags that link to the second.
How it works
Four steps, and only one of them is yours
- 01
Enrol the machine
One installer, one setup code. The person at the desk needs no account and no password. A floor of twenty is usually running the same day.
- 02
The shift runs normally
Nobody changes how they work. The microphone opens only during a call; the desktop timeline records which application was in front.
- 03
Every call is read
Transcribed with timestamps, then scored against the collections rubric. Flags carry the quote that triggered them.
- 04
You get one report
Next morning, per person, with the flagged moments linked to the exact second of audio. You listen and you decide.
Step four is the only one that needs a human, and it is the only one that should. A flag is a pointer to a moment in a recording — never a verdict, never an automatic disciplinary action.
The rubric
What gets flagged
Every transcript is read against a collections rubric — one that knows what a debt-collection call must contain and what it must never contain. This is the part the generic QA suites leave to you.
Who said it is a fact, not a guess. Speaker attribution comes from which device the audio arrived on — never from a model trying to tell two voices apart. A compliance finding built on speaker-guessing would not survive being challenged, so we do not build one.
Scored by section, not one number. A warm, friendly, well-handled call with a statutory violation inside it should not average out to a pass. On a single blended score, it does.
- Missing disclosureNo indication the call was an attempt to collect a debt.
- Third-party disclosureThe debt, balance or creditor revealed to somebody who is not the consumer.
- ThreatArrest, prosecution, or any action the agency cannot or will not actually take.
- Contact after ceaseContinued contact after the consumer asked for it to stop.
- MisrepresentationA claim about the debt, the caller or the consequences that is not accurate.
- Abusive languageLanguage a reviewer would not want read back in a deposition.
The part nobody else does
Supervising a floor you cannot walk
Several vendors score collection conversations, and score them well. None of them watch the desktop of a collector working from home.
That gap matters more than it sounds. A collector reading the wrong account while making a promise-to-pay is a problem no transcript reveals on its own. The call sounds perfect. The screen tells you it was not.
CollectionsQA watches both — the conversation and the seat.
Why a floor buys this
It is an affirmative-defence asset, not a monitoring expense
The exposure that actually costs collection agencies money is private FDCPA litigation. §1692k shifts attorney fees, which is what makes a single bad call expensive — along with state attorneys general and creditor-client audits.
§1692k(c) excuses an unintentional violation made notwithstanding the maintenance of procedures reasonably adapted to avoid any such error — and the burden of showing those procedures sits with the collector.
A floor that reviews two percent of its calls is going to struggle to carry that burden. A floor that can produce a record of every call being reviewed, by whom, and when, is not.
That reframes the purchase entirely. This is not money spent watching your staff. It is money spent building the record that answers the claim.
The point of reviewing every call is the record it leaves behind — the one that still exists when a claim arrives eighteen months later.
Our guarantee
Every recorded call reviewed in your first month, or the month is free.
Note what that does and does not promise. We do not guarantee we will find violations, and we will never claim this protects you from a lawsuit — anyone who tells you their software does that is selling you something they cannot deliver.
We guarantee the thing we actually control, which is also the thing no competitor matches: 100% coverage. Every recorded call, transcribed and scored, in month one. If we miss that, you do not pay for the month.
Pricing
Per monitored collector. Not per login.
Supervisors and administrators are free — you should not pay to look at what you are already paying for.
Essentials
See the floor. No voice capture.
3-seat minimum
- Activity timeline, active vs idle
- Screenshots at meaningful moments
- Daily morning report
- Silent-worker detection
- Live wall for supervisors
Voice
Every call recorded, transcribed and scored.
5-seat minimum
- Everything in Essentials
- Two-channel call recording
- Transcription with segment timestamps
- FDCPA rubric on 100% of calls
- Timestamped flags with the triggering quote
Compliance
For floors that have to prove it years later.
5-seat minimum
- Everything in Voice
- Continuous screen recording
- Keystroke, clipboard and messaging capture
- Three-year call-audio retention
- Per-listen audit on every recording
Before you buy
What it does not do
Worth knowing now rather than in month two.
No account or debtor linkage
Calls tie to collectors and times, not to the account in your platform. Linking them needs an integration with whatever you dial from — tell us what that is and we will tell you honestly whether it is close.
Nothing real-time
Review is next-morning by design. This is a supervision system, not a live-listen or barge console. If you need a supervisor whispering during a live call, you need a different category of tool.
No card redaction on the call path
If your floor takes card numbers over the phone, say so before you start. It changes what you should switch on, and we would rather have that conversation now than after the first PCI question.
Before you record anyone
Recording voices and storing what people type are treated as distinct legal categories — by two-party consent states, under GDPR, and by works councils. So we built the gate into the product: call recording and content capture stay off until an administrator completes an attestation stating the lawful basis and confirming staff were told.
Until that is signed, those endpoints do not collect at all. They do not collect quietly and hide it. Tell your team first, in writing, and keep the notice — the attestation records that you did; it is not a substitute for doing it.
Read how consent is handledQuestions
Answered plainly
- Do you monitor 100% of calls or a sample?
- Every recorded call is transcribed and scored. Sampling is what this replaces — a floor reviewing two percent of its calls is guessing about the other ninety-eight, and that is the gap that produces both the compliance exposure and the coaching blind spots.
- Is this legal in two-party consent states?
- Call recording is lawful when the required consent is obtained, and the requirements differ by state. The product does not decide that for you: recording stays switched off until an administrator completes an attestation stating the lawful basis and confirming staff were told. What we provide is the gate and the record that you passed through it deliberately. Talk to your own counsel about the basis itself.
- How is this different from the compliance tools that monitor calls?
- Several vendors score collection conversations well. None of them watch the desktop of a collector who works from home. We do both — the call and the seat — which matters because a collector reading the wrong account while making a promise-to-pay is a problem no transcript reveals on its own.
- Does it replace our collections platform?
- No, and it does not try to. Your system of record owns the account, the debt and the payment. Keep dialing with whatever you dial with. This sits alongside and watches how the work is actually done.
- What does it cost?
- From $39 per monitored collector per month for activity and screenshots, $99 with call recording, transcription and the FDCPA rubric, and $149 with screen recording and three-year retention. Supervisor and admin logins are free — you should not pay to look at what you are already paying for.
- How long does it take to get running?
- A machine is enrolled by running one installer and typing a setup code, with no account or password for the person at the desk. A floor of twenty is usually collecting the same day. The first full week becomes the baseline everything after is read against.
- Can collectors tell they are being recorded?
- Yes, and they should. A supervision programme staff learn about by rumour produces exactly the behaviour it was bought to prevent. The attestation exists to make telling them a precondition rather than an afterthought.
- What happens to the recordings?
- They are stored encrypted, retained for a stated window rather than indefinitely, and every listen is logged against the person who did it. Retention is a promise to the people being recorded, not only a feature for you.
Bring your whole floor onto one report
Tell us how many collectors you have and how they work — in an office, at home, or both — and we will tell you exactly what to switch on.