Guides
Writing about the part nobody enjoys
Quality assurance on a collections floor is a maths problem, a legal problem and a management problem at the same time, and most of what is written about it addresses none of the three. These are the pieces we wish existed when we were building this.
Regulation
Don't Call Me at Work: Inconvenient Times and Places, and What the Call Record Has to Show
Regulation F's time and place limits have a clock half the dialler handles and a spoken half it cannot. Where that half goes missing, and how QA finds it.
October 3, 2026 · 11 min read
Remote supervision
Who Else Is in the Room? Consumer Privacy at the Collector's End of a Work-From-Home Call
A collector working from home takes consumer data into a room you do not control. The three exposure channels, what can be verified remotely, and what cannot.
October 3, 2026 · 11 min read
QA operations
Seven Numbers a Collections QA Programme Should Report, and Three It Should Stop Reporting
The monthly QA numbers that tell a collections floor something true: coverage, confirm rate, findings per 1,000 calls, repeat rate. And three that mislead.
October 3, 2026 · 11 min read
Regulation explainers
The Mini-Miranda on First and Later Calls: What a Reviewer Should Actually Listen For
The debt-collector disclosure differs between the first call and later ones. How the text reads, and the six places a call reviewer finds it going wrong.
October 2, 2026 · 11 min read
Category comparisons
Collections QA Is Not Contact-Centre QA With Extra Rows
Generic contact-centre QA is built to find common coaching signals. A collections floor needs to find rare events with consequences. Where the two diverge.
October 2, 2026 · 10 min read
QA operations
Calibrating Call Reviewers: Why 84 Percent Agreement Can Mean Your Findings Are a Coin Toss
How to run a QA calibration session on a collections floor, measure reviewer agreement honestly, and fix the scorecard wording that causes the disagreement.
October 2, 2026 · 11 min read
Remote supervision
How to Tell a Remote Collections Team They Are Being Monitored
The announcement decides whether call monitoring works on a work-from-home floor. What to say, in what order, and the three questions collectors always ask.
September 12, 2026 · 11 min read
Regulation
Someone Else Answered: Third-Party Disclosure and the Location-Information Exception
Who counts as the consumer, who counts as a third party, and what Regulation F says a collector may say to the person who picked up instead.
September 12, 2026 · 12 min read
QA operations
When a Creditor Client Audits Your Floor, What Does Your QA Record Have to Produce?
What a placement client's audit actually asks a collections agency for, why a written policy is not evidence, and the six things a QA record must produce.
September 12, 2026 · 11 min read
QA operations
A Flag Is Not a Finding: What a Supervisor Should Do With a Flagged Call
The triage loop after a call is flagged — the four outcomes, how long you have, what the note must contain, and why an unworked queue is worse than no queue.
September 5, 2026 · 8 min read
Cost
The Supervisor-Hour Maths Behind a Collections QA Programme
A collections QA programme costs supervisor hours, not licence fees. The arithmetic per collector, where hiring stops working, and what automation moves.
September 5, 2026 · 9 min read
Regulation
Cease Requests and Disputes Happen Out Loud. Can Your Call Record Prove What Was Said?
Cease requests and disputes are spoken, not typed. Where the seam opens between the call and the platform, and what a QA record has to be able to show.
September 5, 2026 · 9 min read
Buying guide
Your Dialer Already Records Every Call. Here Is What That Does and Does Not Give You
Storage is not review. What a collections platform's call recording covers, the four things it leaves open, and how to decide whether to build or buy.
August 29, 2026 · 8 min read
QA operations
Why Two Percent Call Sampling Cannot Tell You What Your Floor Is Doing
The maths behind QA sampling on a collections floor, why a rare but serious breach is nearly invisible at 2 percent, and what changes at full coverage.
August 29, 2026 · 10 min read
Remote supervision
Supervising Collectors Who Work From Home Without Guessing
What a collections floor loses when the desks disappear, why activity percentages and timed screenshots replace it badly, and what to define instead.
August 29, 2026 · 10 min read
Regulation
The Seven-in-Seven Call Frequency Presumption, and Why Your QA Record Cannot Audit It Alone
What Regulation F's call frequency presumptions say, what rebuttable means in both directions, and which system on your floor can actually prove the count.
August 29, 2026 · 9 min read
QA operations
Building a Collections QA Scorecard That Survives a Dispute
Building a collections call scorecard that holds up when a consumer disputes what was said: category design, evidence, calibration and the blended-score trap.
August 29, 2026 · 10 min read