ARMTech 2025 Key Takeaways: Session: Balancing Tech & Risk Management
Session: Balancing Tech & Risk Management
At the 2025 ARMTech Conference in Nashville, industry leaders gathered to discuss the ever-evolving relationship between technology and risk management in the Accounts Receivable Management (ARM) sector. The session, “Balancing Technology & Risk Management”, brought together experts in compliance, artificial intelligence (AI), data security, and operational efficiency to address the challenges and opportunities that come with innovation in debt collection and contact center operations.
With increasing regulatory scrutiny, the rapid adoption of AI-driven automation, and heightened concerns over data security, the panelists emphasized the need for a strategic balance between leveraging technology for efficiency and ensuring compliance and consumer protection.
Detail Session Recap
AI & Automation in Debt Collection: Innovation vs. Risk
Benefits of AI in ARM:
- Enhances agent productivity by automating routine tasks.
- Reduces operational costs by handling high-volume, repetitive communication.
- Provides real-time consumer insights through AI-powered analytics.
Regulatory & Compliance Risks:
- AI-powered decision-making must be auditable and explainable to comply with federal regulations.
- The risk of algorithmic bias in consumer interactions could lead to compliance violations.
- New CFPB scrutiny on AI usage in financial services highlights the need for transparent and fair practices.
Best Practices for AI Implementations, Data Security, and Consumer Protection in Digital
- Ensure human oversight in AI-driven decisions.
- Maintain clear documentation of AI logic for regulatory compliance.
- Utilize AI for recommendations, not autonomous decisions, to avoid compliance risks
Data Security & Consumer Protection in Digital-First Collections
Data Security Risks & Compliance Concerns:
- Many call centers store unredacted call recordings, exposing them to PCI DSS non-compliance risks.
- Consumer data privacy laws, such as CCPA & GDPR, require strict encryption and access controls.
- Call centers must implement security audits to ensure compliance with evolving federal and state regulations.
Best Practices for Secure Data Management:
- Redact sensitive data (e.g., credit card numbers, SSNs) in call recordings.
- Encrypt all customer communications to prevent unauthorized access.
- Adopt multi-factor authentication (MFA) for payment portals.
- Monitor API logs and call recordings to detect potential fraud.
Compliance Challenges in Outbound Contact Strategies
Panelists highlighted how Regulation F (Reg F) and call labeling issues continue to challenge contact center operations.
- AI-powered decision-making must be auditable and explainable to comply with federal regulations.
- The risk of algorithmic bias in consumer interactions could lead to compliance violations.
- New CFPB scrutiny on AI usage in financial services highlights the need for transparent and fair practices.
- Carrier-level call blocking and “Spam Likely” labels hurt right-party contact rates.
Best practice:
- Register phone numbers with STIR/SHAKEN verification and continuously monitor call reputation.
- AI-powered call cadence optimization can help reduce call flagging while improving agent efficiency.
Measuring ROI of Predictive Dialing & Digital Engagement
A key focus was how technology impacts ROI in ARM operations, particularly the debate between predictive dialers vs. manual dialing.
Predictive Dialing Advantages:
- Reduces agent idle time by initiating multiple outbound calls at once.
- Increases call volume & connection rates by leveraging AI-powered algorithms.
- Enhances compliance tracking by monitoring call outcomes & right-party contacts.
Digital Engagement & Self-Service Payments:
- Omnichannel consumer outreach (voice, SMS, email, chat) improves right-party contact rates.
- AI-powered chatbots & payment portals streamline consumer interactions and increase collections efficiency.
- Data-driven insights help identify & target high-propensity-to-pay consumers more effectively.
Contact Center KPIs & Operational Transparency
A final discussion centered on how technology helps contact centers track and optimize key performance indicators (KPIs).
Call Connection Rate:
- Average Handle Time (AHT): Measures agent efficiency in resolving consumer inquiries.
- Self-Service Payment Conversion Rate: Identifies how many consumers successfully complete payments online.
Operational Transparency Best Practices:
- Automate KPI tracking through AI-powered analytics dashboards.
- Integrate call center software with CRM platforms for real-time agent insights.
- Use speech analytics to monitor compliance & optimize agent scripting.
Key Takeaways
AI & Automation Enhance Collections – But Must Be Transparent & Compliant:
AI-powered chatbots & predictive dialers increase efficiency but require human oversight.
Data Security & Consumer Protection Must Be a Top Priority.
PCI DSS compliance & consumer data encryption are essential for avoiding costly breaches.
Reg F Compliance Requires Smarter Call Strategies: Track call limits by debt account, not by phone number, to maximize right-party contacts.
Call Blocking & Labeling Can Hurt Collections – Proactive Management is Key: Register numbers under STIR/SHAKEN & monitor call reputation to reduce carrier filtering issues.
Measuring ROI & Tracking KPIs Improves Performance & Compliance: Use omnichannel outreach & predictive dialing to increase collections & lower operational costs.
3. “Call blocking and spam labeling aren’t just annoyances anymore—they’re a direct revenue drain. If your outbound calls don’t connect, you don’t collect.”
— Mark Jeffries, Director of Compliance, Capital Recovery Associates
5. “Omnichannel engagement isn’t optional anymore. Consumers expect to choose how they communicate, whether it’s a call, text, email, or chat.”
— David Simmons, CEO, ClearPath Contact Centers
6. “Predictive dialing is still the most efficient way to maximize agent productivity, but only when combined with AI-driven analytics and compliance tracking.”
— Greg Hanson, Contact Center Strategy Consultant
Intelligent Contacts delivers an omnichannel platform with AI dialing, speech analytics, and secure payments—fully compliant with Reg F & PCI DSS.
Our enterprise-level contact center solutions are affordable and a breeze to implement! Have your omnichannel strategy ready in weeks—not months!
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