Solutions · Compliance & Risk
Automated Compliance & Risk Management for Debt Collection
Ensure 100% adherence to lending regulations. Our AI monitors every call for errors, providing automated quality management and risk mitigation for collection agencies.
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Calls Audited
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Violation Rate
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Avg. Flag Time
Coverage
Built for the rulebook you actually work under
Requirements change per country and per portfolio, so they live in configuration — not in an agent's memory, and not in a single hard-coded regime.
Where we are based and where our campaigns run. Requirements differ per country, so the platform treats them as configuration — per market, per brand, per campaign — rather than as one hard-coded rulebook.
GDPR
Lawful basis, data minimisation and data-subject rights over recordings and transcripts.
Per-market retention, PII masking in transcripts and logs, and an audit pack you can produce for a single call on request.
ePrivacy & national marketing rules
Consent, objection and suppression for unsolicited commercial calls.
Opt-out captured as a structured outcome on the call, suppression lists enforced by the campaign, attempt caps per contact.
Consumer credit & national debt-collection law
What must be disclosed, who may be contacted, when, and in which language.
Mandatory disclosures as flow steps, contact windows and permitted-party rules configured per market, forbidden wording blocked in the flow.
EU AI Act — transparency
Telling a person they are interacting with an AI system.
The disclosure is a step in the flow, stated identically on every call and provable afterwards from the transcript.
DORA
ICT and third-party operational resilience for financial entities.
Versioned flows and policies, per-call evidence, and documented change control on everything that reaches production.
These are product controls, not legal advice. The obligations stay with you and your counsel, per market — what we guarantee is that the rules you configure are the rules that run, and that every call carries the evidence to prove it.
Strategy
From 2% Sampling to 100% Certainty
Manual QA leaves 98% of calls unmonitored—exposing you to disclosure gaps and prohibited wording hiding in plain sight, in whichever market the call was made. Convershake provides a total safety net by auditing every single second of every conversation.
The Manual Risk
- Only 2–5% of calls reviewed by human QA analysts
- Violations discovered days or weeks after they occur
- Inconsistent scoring driven by reviewer subjectivity
- Expensive to scale—every additional analyst adds cost without full coverage
- No real-time intervention; damage is done before it's caught
The Convershake Standard
- 100% of calls analyzed in real time—zero sampling gaps
- Violations flagged within seconds, not days
- Consistent, objective scoring powered by calibrated AI models
- Scales infinitely without adding headcount or cost
- Real-time whisper prompts guide agents back to compliance mid-call
Workflows
Intelligent Workflows that Stop Risk in its Tracks
Automated Red-Flagging
Every second of every call is monitored in real time for prohibited language, harassment triggers, and disclosure omissions. The system cross-references agent speech against a continuously updated library of FDCPA and TCPA violation patterns—including Mini-Miranda failures, threats of legal action without intent, and third-party disclosure breaches. Red flags are raised instantly, not days later during a manual review cycle.
Auto-Triggered Remediation
When a high-risk event is detected mid-call, Convershake doesn't just log it—it acts. Automated workflows instantly notify compliance officers, escalate the call to a priority review queue, and optionally inject real-time whisper prompts to guide the agent back to compliant language. Every triggered action is timestamped and logged, creating a defensible audit trail that proves your agency responded immediately.
Smart Dispute Management
Consumer disputes often go unrecognized until they become formal complaints. Convershake's NLP models detect dispute signals the moment they're voiced—phrases like 'that's not my debt,' 'I already paid,' or 'I want to speak to a supervisor.' The system flags each instance, categorizes the dispute type, and ensures your team responds within regulatory timeframes. No more missed windows. No more unnecessary exposure.
Quality Management
Operationalize Excellence with Automated Quality Management
Objective Agent Scoring
Eliminate subjectivity from your QA process. Every agent receives a data-driven scorecard generated from actual call behavior—compliance adherence, disclosure accuracy, tone calibration, and resolution effectiveness. Scores are consistent, transparent, and automatically benchmarked against team averages, removing the bias that plagues manual evaluation.
Audit-Ready Logs
Maintain a perfect paper trail for every call in your operation. Full transcripts are searchable by keyword, agent, date, or compliance flag. Every interaction is timestamped with disposition codes, regulatory markers, and escalation history—ready for regulator review at a moment's notice without any manual preparation.
Root Cause Analysis
Go beyond identifying what went wrong—understand why. Convershake correlates compliance failures with agent tenure, call timing, borrower demographics, and script adherence to surface systemic patterns. Fix the process, not just the symptom, and prevent violations from recurring across your entire operation.
Industry Risk
The True Cost of Non-Compliance in Debt Collection
Regulatory scrutiny of consumer lending has intensified on both sides of the Atlantic — European supervisors on conduct, data and now AI transparency, and in the US the CFPB, FTC and state attorneys general imposing record penalties on agencies that fail to meet disclosure, consent, and conduct standards. The financial and reputational consequences of a single compliance failure can threaten an agency's survival.
$1.7B+
US: CFPB penalties since 2020
The Consumer Financial Protection Bureau has levied over $1.7 billion in penalties against debt collectors and servicers since 2020, with individual consent orders routinely exceeding $10 million. Violations most frequently cited include Mini-Miranda failures, unauthorized third-party disclosures, and call frequency breaches under Regulation F.
78%
Violations from inadequate monitoring
Industry analysis shows that the vast majority of regulatory violations stem not from deliberate misconduct, but from inadequate monitoring and inconsistent agent training. When agencies rely on manual QA sampling of just 2–5% of calls, systemic issues—such as missing disclosures or improper language—persist undetected across thousands of borrower interactions.
Beyond Fines: The Cascade Effect of Compliance Failures
Financial penalties represent only the visible cost of non-compliance. When a consent order is issued, agencies face mandatory operational overhauls—often requiring third-party auditors, revised training programs, and technology upgrades that can take 12–18 months to implement. During this period, agencies frequently lose client contracts as creditors seek partners with demonstrably stronger compliance postures.
Reputational damage compounds the financial impact. Public consent orders and enforcement actions are searchable records that prospective clients, regulators, and consumers reference during due diligence. A single high-profile violation can reduce new business acquisition by 30–40% in the following year, according to industry benchmarking data.
Agent turnover—already averaging 30–45% annually in collections—accelerates after enforcement actions as experienced agents leave for agencies with better compliance infrastructure. This creates a vicious cycle: the agents who understood the nuances of compliant communication depart, leaving less experienced staff who are more likely to trigger additional violations.
Convershake breaks this cycle by embedding compliance directly into the conversation infrastructure. Every call is monitored against your complete regulatory ruleset in real time. Disclosures are verified as delivered, prohibited language is flagged within seconds, and dispute signals are captured the moment they're voiced. The result is not just risk reduction—it's a demonstrable compliance posture that strengthens client relationships and withstands regulatory scrutiny.
FAQ
Frequently asked questions
Everything you need to know about automated compliance monitoring and risk management.
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