How a top-25 ARM firm resolved TCPA compliance exposure, enabled omnichannel collections, and scaled agent capacity 60% — in 90 days.
Key Outcomes
The firm's dialer environment had been deployed nearly eight years prior. At the time of deployment, it was purpose-built for collections — but the TCPA regulatory landscape had shifted significantly, and the platform had not kept pace. A compliance review identified several gaps in consent documentation, calling hour controls, and reassigned number scrubbing that created material TCPA litigation exposure.
Beyond compliance, the operational limitations were creating competitive disadvantage. Consumers increasingly expected to interact via SMS and email, but the platform was voice-only. Competitor agencies were reporting meaningful improvement in contact and collection rates through omnichannel approaches.
The scalability problem became acute during peak season. Adding agent capacity required hardware procurement and deployment — a 6–8 week process that made it impossible to respond to volume spikes in time to capture seasonal performance.
ARG began with a focused TCPA compliance assessment, documenting each gap and the litigation risk it represented. This created the compliance baseline that would serve as the primary evaluation criterion in the CCaaS vendor selection.
Six CCaaS platforms with purpose-built collections capabilities were evaluated against a scorecard that weighted TCPA compliance tooling, omnichannel capability, scalability, and integration with the firm's collection management system.
The selected platform included automated reassigned number database (RND) scrubbing, time-zone-aware calling controls, full consent documentation management, and native SMS and email channels — eliminating each of the identified compliance gaps while opening the omnichannel capability the operations team had been requesting.
Documented all compliance gaps in the existing dialer environment against current TCPA requirements. Quantified litigation exposure and established a compliance checklist that became the primary vendor evaluation criterion.
Evaluated six collections-focused CCaaS platforms against a weighted scorecard. Conducted live product demonstrations focused specifically on TCPA compliance tooling and omnichannel workflow capabilities.
Negotiated contract terms with the selected vendor, including compliance SLA provisions and migration support commitments. Built a phased migration plan that kept the existing dialer operational during the transition.
Managed go-live across all agent groups. Within 30 days of go-live, the firm scaled agent capacity by 60% to meet seasonal volume — a process that previously required 6–8 weeks of hardware procurement.
The compliance gaps that had represented material TCPA litigation exposure were fully resolved prior to the migration go-live — the first time the firm's legal team had signed off on the dialer environment without reservations in four years.
The omnichannel capability produced immediate results. Within 60 days of enabling SMS and email channels, contact rates improved measurably, and collections yield increased 14% on the portfolios where omnichannel outreach was deployed.
The scalability improvement had the most immediate operational impact. Adding 60% agent capacity during peak season — in 30 days rather than 6–8 weeks — directly contributed to the firm's strongest peak-season performance in three years.
“The compliance piece alone justified the engagement. We had been living with those TCPA gaps for two years, knowing they were there, but not having the time or the expertise to evaluate the right replacement. ARG understood our regulatory environment as well as our operations team did.”