Collection Call Summary & Arrangement Recap
At the conclusion of every collection call, our system automatically generates a Collection Call Summary (CTVA-CCS). This comprehensive report captures all essential details of the interaction, providing a complete record of the caller’s journey from start to finish.
Each Post-Call Analysis includes verified caller identity, account information, and step-by-step documentation of the conversation, including verification steps, disclosure statements, and payment negotiations. This ensures that every call is fully compliant with FDCPA, GLBA, and other regulatory guidelines.
The Collection Call Summary also logs timestamps, call duration, and resolution details, providing an accurate snapshot of the conversation. This information becomes a critical resource for compliance audits, dispute resolution, and internal performance reviews.
If a payment arrangement is made during the call, an additional section called the Arrangement Recap (CTVA-AR) is automatically generated. This section provides a clear record of payment terms, including the exact payment amount, due dates, method of payment, and any next steps required by either party.
It also captures reference numbers and confirmation details, offering complete transparency to both the client and the collection team. This process eliminates confusion, reduces errors, and ensures a consistent experience for every customer interaction.
Why It Matters
A well-structured reporting process is essential for building trust and maintaining compliance. The CTVA-CCS and CTVA-AR deliver clear, actionable insights for collection teams by combining accurate documentation with advanced sentiment analysis. These insights reveal not only the facts of the call but also the emotional tone and engagement level of the customer.
This enables teams to:
Monitor call outcomes with precision
Identify trends and areas for improvement
Refine negotiation techniques
Personalize engagement strategies
Strengthen overall compliance and reporting integrity
By leveraging this process, organizations can enhance operational efficiency, improve customer experiences, and achieve higher recovery rates while staying fully compliant with regulatory requirements.