Case Study: Leading Debt Recovery Company achieves reduced FDCPA violations and $2.4M+ annual collections increase with FICO® Engagement Analyzer

Debt recovery leader reduces violations, improves performance with speech analytics

A leading debt recovery firm faced rising FDCPA complaints, growing financial penalties and litigation risk, and needed to boost agent efficiency and collections performance. Management was particularly concerned about compliance exposures and inconsistent collector behavior that threatened profitability and long‑term viability.

The company deployed FICO® Engagement Analyzer speech analytics to index and monitor virtually every call, quickly isolating compliance breaches and poor practices. The system flagged more than $200,000 in potential FDCPA violations, enabled targeted training and best‑practice rollouts, and uncovered behaviors (e.g., failing to ask for payment in 60% of calls and prematurely offering 50% settlements) that left roughly $800,000 uncollected—changes that are projected to save millions in fines and legal fees and boost annual collections by more than $2.4 million.