How a leading third-party collections agency eliminated downtime and lifted right-party contact rates by 10%

See how ClearTouch’s debt collection platform replaced an unreliable, hard-to-support dialer with a stable, compliant debt collection software solution built for the realities of running third-party debt collections at scale.

The Client

Our customer is a leading third-party collections agency operating in the U.S. market, running multiple contact center platforms on behalf of a diverse portfolio of clients. As a third-party debt collections provider, the agency’s reputation depends on dialer reliability, fast issue resolution, and its ability to prove compliance to every client whose accounts it services.

Debt collection agencies operate under constant scrutiny from regulators, from the clients who place accounts with them, and from the consumers they contact. That makes platform stability and demonstrable compliance table stakes, not a differentiator. When the agency’s incumbent debt collection platform began falling short on both fronts, its leadership started evaluating a debt collection software partner that could deliver real-time insight and dependable performance without disrupting day-to-day collections.

“We needed more than a dialer. We needed a debt collection platform we could trust to be up when we needed it, and a partner willing to prove it, not just tell us so.”

The Challenge

Before switching to ClearTouch, the agency grappled with a platform that was becoming a liability rather than an asset:

1. Frequent dialer downtimes and platform reliability issues that interrupted collections activity.
2. Lengthy resolution times from their existing vendor whenever something went wrong.
3. Inefficiencies in reaching Right-Party Contacts (RPC), slowing collections and hurting agent productivity.
4. Limited capability for granular data insights and client reporting, making it hard to prove performance to the clients whose accounts they serviced.

Compounding the problem, the incumbent vendor had spent years telling the agency that no other collection agency software could meet its compliance requirements, leaving leadership unsure whether switching was even possible. The agency needed a debt recovery technology partner willing to prove otherwise: one offering stability, real-time insights, and the flexibility to configure the system around its specific workflows.

The Solution

With ClearTouch’s contact center platform, the agency addressed both the challenges it had named and the ones it hadn’t yet articulated. Rather than a disruptive cutover, ClearTouch introduced its platform incrementally, starting with a subset of processes so the team could build confidence before migrating the rest of its operations.

Seamless migration and onboarding

• ClearTouch engineers were physically present at the agency’s office during the first month of migration.
• The ClearTouch team ran hands-on training sessions to upskill the agency’s staff on platform configuration.
• Engineers provided real-time assistance throughout the transition, so the move produced no productivity loss.

Clientspeak: If I had a question or challenge, all I had to do was look over to the ClearTouch engineer at the next desk. Their physical presence made a huge difference during the transition phase.

Reliable platform and exceptional support

• The agency moved to a highly stable platform with zero downtime.
• ClearTouch’s support team is reachable via email, voice, and WhatsApp, 24×7, with real, immediate responses.
• The handful of configuration issues that did surface were resolved diligently and permanently.

Clientspeak: We haven’t encountered this level of responsiveness with other vendors. Their availability at all times provides peace of mind.

Real-time insights with dashboards

• Unlike the traditional BI tools the agency relied on before, ClearTouch’s dashboards deliver real-time insight, cutting decision-making time significantly.
• Teams can slice, dice, and drill into the data themselves, without waiting on a reporting cycle.
• Role-based dashboard access is in active development, extending the same transparency to the agency’s own clients.
• At the agency’s request, ClearTouch is adding Natural Language Compliance (NLC) details to call data records for deeper compliance visibility.

Clientspeak: With ClearTouch’s dashboard, I can visualize data and troubleshoot issues immediately. It has replaced my reliance on internal BI tools for real-time insights.

Performance and efficiency gains

• Automated, 97%-accurate answering machine detection lifted Right-Party Contact (RPC) rates by 10%, directly boosting collections.
• Customizable, state-wise Caller ID packages enabled targeted campaigns that improved both compliance and connect rates.

Clientspeak: We’ve truly found a partner who understands the collections business and works closely with us on client-specific customizations.

Continuous improvement through collaboration

• Fortnightly business reviews keep customization requests and platform performance on track.
• Detailed performance reporting, like connect rates, downtime, ticket status, and resolution times keeps the relationship transparent on both sides.

Benefits

Together, ClearTouch’s collection agency software and hands-on support delivered advantages across reliability, compliance, and day-to-day operations.

• Zero-downtime reliability: a stable dialer and contact center platform that keeps agents productive and collections uninterrupted.
• Higher right-party contact rates: 97%-accurate answering machine detection and smart automation put agents in front of the right consumer, more often.
• Built-in compliance: state-wise Caller ID configuration and Natural Language Compliance visibility make it easier to operate within FDCPA and state-level requirements.
• Real-time business intelligence: live dashboards replace static BI reporting, so managers can slice, dice, and drill into performance the moment they need to.
• Always-on support: 24×7 access to ClearTouch’s team via email, voice, and WhatsApp, with issues resolved diligently and for good.
• A true collaborative partnership: fortnightly business reviews and hands-on engineering support turn ClearTouch into an extension of the agency’s own team.

Results & Outcomes

Downtime after migration: 0
Increase in RPC rates: +10%
Answering machine detection accuracy: 97%
Support availability: 24×7

• Zero downtime ensured uninterrupted business operations.
• A 10% increase in RPC rates boosted overall collections.
• Smooth migration resulted in seamless business continuity.
• Enhanced reach and compliance through targeted Caller ID campaigns.
• Improved agent productivity and reduced agent fatigue with accurate answering machine detection.

The agency has moved from firefighting basic dialer issues to focusing on performance and efficiency, such as stronger agent productivity, improved collections, and built-in BI dashboards for faster decision-making. It has since adopted ClearTouch’s Voice Analytics and Workforce Management capabilities, and is now evaluating list management services as the next step in the partnership.