A Commitment to Quality and Compliance

FBCS is committed to ensuring the quality of our services, and this commitment is demonstrated by the establishment of a Quality Assurance team. The Quality Assurance team partners with operations management to ensure that all services comply with regulatory and client standards for debtor contact. The department is responsible for documenting work standards and collection procedures, and provides staff training as new procedures are implemented. The team also supports staff development through a systematic program of call monitoring, coaching and training.

The Latitude collection system and Noble dialer system support remote and silent call monitoring. Supervisors can silent monitor collector calls and communicate with the collector without the debtor hearing, or join the call if needed to assist in effectively resolving the account.

Members of the Quality Assurance team monitor representative calls regularly. A minimum of 10 collectors are monitored on a daily basis, and the results of every call monitored are recorded on a scorecard. The scorecard evaluates various areas of the call, including the opening, the update, negotiations, and closing, to ensure compliance with FDCPA and state regulations and FBCS policies for verifying the account holder and documenting the account properly on the collection system.

The completed representative scorecard is sent to the supervisor for review with the representative, who must sign the report. If areas for improvement are noted, coaching or retraining is provided and the representative is scheduled for a follow-up monitor in 30 days.

Clients can monitor calls on their portfolio remotely and silently. The Quality Assurance team also calibrates call monitoring with our clients, to ensure that all parties have the same performance expectations.