The way people communicate has changed drastically over the past few decades. Fewer people are answering telephone calls and more people are interested in modern, preferred digital channels to interact with companies.

Consumers are interested in self-service options, alternative forms of communication like email and text messaging, and other digital channel communication options that enhance the customer experience.

Before Regulation F was released, many debt collectors were nervous that alternative collection strategies would result in litigation. Now, text messaging and email are both indicated as acceptable types of communication for collection agencies – so long as you keep compliance in mind.

The Bureau is hoping to encourage a customer service approach to collection services, so those paying debts can better control the method and timing of the communications they receive.

Obviously, digital debt collection can’t happen without the proper tools. Within your organization, you need to begin making observations about the gaps in your processes, friction points in your digital customer journey and compliance necessities.

This will make it easier to audit current tools and add new ones to your tech stack. Here are some considerations to start with:

• Flexibility and versatility of debt collection solutions - how much can you accomplish with one product? Are you using multiple tools that could be replaced with a single one that does more?

• Collection platform integration capabilities - If it’s important to have all your information within a single system, ask your collection platform who they partner with for other digital debt collection products. If your company has internal development capabilities, look for open APIs.

• Process automation - Automation solutions can speed up workflows for staff, reduce repetitive tasks and protect against human error. Look for ways current and new tools can automate collection tasks.

• Preference management - Consumer preference management has become increasingly important. People need a way to opt out of communication methods they don’t like. In addition, your company needs to closely monitor the opt-ins and opt-outs, and be ready to honor them quickly, so you aren’t sending unwanted messages.

Engaging consumers is especially difficult when you are asking them to pay a bill. They may not think they can afford it, they may be embarrassed about the debt or they may have some other reason for avoiding the issue.

Others, especially those from younger generations, are more likely to prefer email or text messaging simply because they dislike talking on the phone.

Using technology to engage these consumers in the ways they are most comfortable with breaks down barriers to payment and increases overall engagement.