Daily Digest - June 25, 2025

Brought to you by: TCN | By Mike Gibb

Author

Mike Gibb
June 25, 2025

📝 EDITOR’S NOTE: Scroll down to the bottom for a recap and highlights from yesterday’s webinar.

The early bird registration deadline for ComplianceCon expires this week! Sign up now and save $100 off the registration price!

💬 Bringing the Industry Closer Together, One Text at a Time

I launched a new idea this month — group text chats. We have four groups of 11 going this month and it’s been great watching them get to know each other better and help each other. I will be starting new groups on July 1. If you are interested in participating, please click here.

📆 Monthly Meetings

I am excited to announced that I am bringing back two monthly meetings — Small Agency TechTactics, and the ARMTech Innovation Lab — while also announcing two more regular meetings — Women in Collections and Compliance Chat. Click on the links below to register for each meeting.

Logo Madness!

We’re Down to the Final Two!

It’s time to start voting! Click on the logo you think is better to cast your vote. You can see the entire bracket here. Thanks to Drop Cowboy for sponsoring this year’s contest!

Judge Awards Plaintiffs $20k in Damages in FDCPA Case Over Improper Garnishment

  • Another cautionary tale in what happens if you deny you did anything wrong and then don’t show up to defend yourself … A District Court judge in Washington has awarded the plaintiffs in a Fair Debt Collection Practices Act case nearly $20,000 in damages after improperly garnishing $1,300 from the plaintiffs’ bank account. On top of that, the plaintiffs have also filed a motion for $23,000 in attorney fees, although they do not express much optimism in their motion at the likelihood of collecting on that amount.

  • More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Report: GOP Budget Plan Could Trigger a $50 Billion Surge in Medical Debt

  • A new report from the centrist think tank Third Way warns that the proposed $1.1 trillion in health care cuts under the Republican-led “One Big Beautiful Bill Act” could push millions of Americans off their insurance and deeper into medical debt. If enacted, the legislation could increase total U.S. medical debt by $50 billion, a 15% jump that would ripple through hospitals, providers, and ultimately the credit and collection ecosystem.

  • More details here.

Trump’s CFPB Pullback Estimated to Cost Consumers $18 Billion: Report

  • A new analysis from the Student Borrower Protection Center and the Consumer Federation of America claims that actions taken by President Donald Trump’s administration to dismantle the Consumer Financial Protection Bureau have cost Americans at least $18 billion in higher fees and forgone compensation.

  • More details here.

25 Companies Seeking Collection Talent

  • Industry jobs in 19 states — and a handful of opportunities to work remotely — are out there looking for qualified candidates. See if you fit the bill by checking out this week’s job listings summary, featuring jobs at every rung up the corporate ladder.

  • More details here.

Avtal, Inc. Appoints John McNamara as Chief Growth Officer

  • Avtal, a fast-growing digital communications technology startup specializing in receivables management, today announced the appointment of John McNamara as Chief Growth Officer. McNamara previously served as Principal Assistant Director of Markets at the Consumer Financial Protection Bureau (CFPB).

  • More details here.

WORTH NOTING: I have to admit, reading the average number of cuts and bruises and scrapes that the average person suffers a year seemed higher than I would have guessed ... Mistakes to avoid if you are going outside in the heat ... Why electricity prices are spiking for a lot of Americans ... A list of the 100 best movies of the 21st century ... Exposing workers to AI makes them feel better about themselves and their careers ... Why near misses can make you or break you ... Buy Now, Pay Later loans will now start factoring into your credit scores ... Why it's good to admit when you are wrong.

Wisdom Wednesday, part I

Wisdom Wednesday, Part II

Webinar Recap: How to Convince Consumers You Are on Their Side

Moderated by Leslie Bender and sponsored by Peak Revenue Learning, the discussion focused on coaching collectors to demonstrate empathy, listen actively, and stay authentic—especially in the first 30 seconds of a call.

The panel featured Dave Avellis, Melony Frizzell of Revco Solutions, and Jeff Schuerman, each sharing real-world strategies for building rapport with consumers who may be defensive, embarrassed, or angry. Panelists emphasized that success starts with tone and intent—not just word choice—and that agents must first feel supported themselves before they can effectively support consumers.

“The goal isn’t just compliance; it’s connection,” one panelist noted, highlighting that the ability to listen, pause, and respond with care can transform the direction of a call and increase resolution rates.

The conversation also addressed training strategies like live call calibrations, the importance of “voice smiles,” and how to de-escalate emotionally charged calls by staying quiet and letting consumers vent. Strong call closings and clear next steps, the panel agreed, are critical to improving promise-to-pay fulfillment rates and ensuring follow-through.

3 Takeaways for Your Operation:

  1. Start Every Call With Intentional Tone
    A friendly, helpful opening sets the stage for collaboration. Use humanizing phrases like “Thanks for taking my call today” or “I’d like to help you resolve this.”

  2. Use Active Listening to Build Trust
    Don’t just wait to talk—listen and respond to what consumers are actually saying. Training collectors to echo back key points can create deeper engagement and avoid costly missteps.

  3. Coach for Connection, Not Just Compliance
    Call calibrations and coaching sessions should focus on how collectors make consumers feel. Encourage collectors to find their own authentic voice while reinforcing that the relationship drives the results.

Did you know that premium subscribers get full access to transcripts, summaries, more highlights, and full recordings of every webinar? That’s thousands of hours of content, available for just $29/month for an individual subscription or $99/month for a company subscription. Click here to subscribe as an individual or email me to sign up your company.

The Daily Digest is sponsored by TCN