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Debt collectionTelephony and call tracking for collections
In collections, the value is not in the number of calls placed but in what you can prove and in when you call back. Both depend on the call and the case file living in the same tool.
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Effective outbound call campaigns
Organise your chasing campaigns, prioritise files and run calls back to back as efficiently as possible for your collections officers.
Call-backs and promise tracking
Schedule automatic call-backs — payment promises, staged chasers — so no deadline slips through.
Traceable chasing
Every call and every commitment is timestamped and attached to the file, guaranteeing a clear and usable history.
- Outbound campaigns and prioritisation
- Automatic call-backs on promises
- History and traceability of chasers
- Reporting by officer and by campaign
Managing performance
Follow contact, promise and resolution rates, and supervise teams in real time. It runs on the call center software and the CRM–telephony coupling.
What makes the difference on a chasing file.
- Proof of the attempt — an unanswered call counts: it must appear on the file, timestamped, exactly like a successful exchange.
- Calling back at the right moment — a promise to pay on a given date becomes an automatic call-back on that date, with no reliance on a personal diary.
- Continuity between agents — the debtor should not have to explain twice: the full history is on screen, whoever picks up.
- Controlled volume — outbound campaigns organise chasing by due date and amount rather than case by case.
The file has to speak for itself.
If a file goes to litigation, what was done must read without interpretation.
| Item | What the platform records |
|---|---|
| Call attempts | Date, time, agent, outcome — including no-answers |
| Exchanges | Call duration and notes attached to the file |
| Commitments made | Carried over as a dated chaser, visible to the whole team |
| Full history | Every interaction on the file, in order |
Calling by the book.
- Frequency and hours — call pressure is set in the campaign; it is for you to decide what is acceptable and defensible.
- Consent — recovering an existing debt does not fall under the same regime as prospecting, but the distinction must be held and documented by you. Since 11 August 2026, under French law n° 2025-594 of 30 June 2025, telephone marketing without prior consent is no longer permitted in France. An outbound campaign requires a list whose consent can be demonstrated, and that responsibility falls on the principal — see security and compliance.
- Monitoring and supervision — on calls that are often tense, listening and barge-in serve the quality of exchanges. Tell your agents these functions exist — see supervision and reporting.
Frequently asked questions
Are unanswered calls recorded?
Yes, and it matters: an attempt that did not connect appears on the file with its date, time and agent, exactly like a successful call. That is what makes a chasing history defensible.
Can promises to pay trigger a call-back?
Yes. A commitment taken during a call is carried over as a dated chaser attached to the file, visible to the whole team rather than kept in one person's diary.
Can we run outbound campaigns by amount or due date?
Campaigns organise calls according to the criteria you set, so chasing can follow due dates and amounts rather than the order files happen to arrive.
Does the next agent see what was said before?
Yes. The full interaction history sits on the file, so the debtor does not have to repeat themselves and the team stays consistent.
Does consent law apply to debt collection?
Recovering an existing debt is not the same as prospecting and does not fall under the same regime, but the distinction has to be held and documented on your side. When in doubt, take legal advice — we provide the tool, not the qualification of your files.
See FinixPhone on your own cases.
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