Daily Digest - August 20, 2025

Brought to you by: TCN | By Mike Gibb

Author

Mike Gibb
August 20, 2025

🎉🎂 Happy Birthday to: Erin Xhaferaj of Servicing Solutions, Mary Ann Gentile of Savit Collection Agency, Rafal Werbanowski of Revco Solutions, Jim van Dyke of TransUnion, and Johnathan Kirby of Garnet Capital Advisors.

🎉Congratulations to: Karen Terry for starting a new position as Data Integrity Manager at Phillips & Cohen Associates, Ltd.

🚨 In case you missed it yesterday, the dates and location for ARMTech 2026 were announced. Check out the announcement video here:

Remembering Phil Rosenthal

  • Industry legend Phil Rosenthal, who spent more than 56 years as president of Nationwide Credit in Alexandria, Va., passed away last weekend at the age of 82. Rosenthal was a legend in the accounts receivable management industry, not just for his longevity, but for his tireless advocacy efforts and support. He was a former president of ACA International, was a two-time member of the year, and was inducted into the ACPAC Hall of Fame.

  • More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINARS

UPCOMING WEBINARS

Nevada Judge Sends 20 FDCPA Cases Back to State Court

  • A District Court judge in Nevada has overruled the objections of a defendant in 20 separate Fair Debt Collection Practices Act cases and remanded each of them back to state court where they were originally filed because the plaintiffs do not have standing to have the cases heard in federal court. Each of the plaintiffs were represented by the same attorney and all made the same allegations — that the defendant violated the FDCPA by disclosing information about a debt to a third party — a third-party mailing vendor. That’s right, these are all Hunstein cases.

  • More details here.

Consumers Turn to Last-Minute Payments as Cash Flow Pressures Mount

  • Households are increasingly waiting until the last possible moment to pay their bills, with many relying on urgent or same-day payments to keep up. According to the 2025 ACI Speedpay Pulse Report, 31% of consumers made an urgent or same-day payment in the past year, a trend especially pronounced among Gen Z and Millennials. At the same time, rising living costs and financial stress are forcing consumers to prioritize essentials like food and gas over rent, mortgages, and utilities. That means billers are seeing more last-minute transactions as consumers play a balancing act with their cash.

  • More details here.

Heath Morgan Launches Kickstarter for ‘The Memory Project’ Offering Unique Legacy Opportunity

  • Industry veteran and AI thought leader Heath Morgan has launched a Kickstarter campaign for his upcoming science fiction novel, The Memory Project, a provocative exploration of AI, cognitive liberty, and the future of memory itself.

  • More details here.

31 Companies Seeking Collection Talent

  • There is something for everyone in this week’s job listings summary. From Massachusetts to California and all stops in between — as well as remote opportunities — and for every rung on the corporate ladder. See how your peers are attracting talent and see if your next opportunity is out there waiting for you.

  • More details here.

WORTH NOTING: Recapping a hearing before an Indiana Senate committee on the topic of medical debt ... Small business continue to pull back on hiring ... Consumers are diversifying how they are borrowing money and accessing credit ... What does the average American think is the perfect salary? It's probably less than you would guess ... The Powerball jackpot is at its highest point of 2025 ... How to avoid getting caught up in "air rage" ... Are landline phones making a comeback? ... How to spot the signs of a financial scam and outfox those trying to scam you.

Wisdom Wednesday, part I

Wisdom Wednesday, Part II

Webinar Recap: The Impact of Voicebots on Nearshore/Offshore Operations

As artificial intelligence continues reshaping communication, voicebots are emerging as both a complement to and potential disruptor of traditional nearshore and offshore operations. In a recent AccountsRecovery.net webinar sponsored by CSS Impact, industry leaders discussed how voicebots are influencing cost structures, compliance, and the future of global outsourcing in collections.

Panelists emphasized that while voicebots are not replacing offshore or nearshore teams, they are changing the nature of the work. Bots are particularly effective in inbound interactions, where consumers are often more comfortable engaging with AI for quick, transactional needs. Outbound calls, however, raise challenges such as higher drop-off rates and stricter compliance requirements, particularly under TCPA rules regarding synthetic voice.

The discussion also highlighted the importance of striking the right balance between human empathy and automation. While bots can reduce friction, improve compliance monitoring, and handle routine tasks at scale, consumers still value trust and empathy that only skilled agents can deliver—especially in complex or emotionally sensitive debt collection conversations.

BPOs, rather than being displaced, are evolving into consultative partners. They are increasingly responsible for advising clients on which technologies fit best into their operations and for bundling automation alongside human expertise. This shift requires new skills, such as managing AI systems, integrating bots with existing tech stacks, and leveraging analytics to improve both customer experience and compliance outcomes.

🧠 Key Takeaways:

  1. Balance Human and AI Roles: Companies should identify where voicebots add value—such as inbound verification or routine tasks—and where live agents remain essential for empathy, trust, and complex negotiations.

  2. Consider Compliance Early: With TCPA and FCC rules applying to AI-generated calls, outreach strategies must be carefully designed to remain compliant while minimizing hang-ups.

  3. Invest in Evolving Skills and Tech: BPOs and agencies should prepare for ongoing investment in AI, integration expertise, and agent upskilling to remain competitive as voice technology advances.

💡 For more events like this, visit accountrecovery.net or register for ComplianceCon—the industry’s only event devoted exclusively to compliance—this September in Nashville.

The Daily Digest is sponsored by TCN