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New rules on text, email and IM for debt collectors

The Consumer Financial Protection Bureau has issued a final rule that outlines how debt collectors can use text, emails, and instant messages to collect.     There are no limits to the number of messages collectors can send, but it does require that each message come with instructions on how to opt out.      The bureau also limited the number of times someone can be called to seven calls per week.

Why do we care?

This is somewhat tech-adjacent.  

I’m highlighting this because of the new nature of communication – debt collectors are now leveraging text and IMs.  Are you?    Are you communicating with your customers the way they want to be communicated with?

That’s the trend I picked up from this one.   When we talk about customer experience, this portion of the tactics is important. 

Source: CBS News