CONC-ready call compliance monitoring for collections teams.
CallGuard AI is collections call monitoring software for FCA CONC rules, Ofcom no-call windows and GDPR recording consent, with FDCPA mini-Miranda coverage for US-facing books. Collections calls carry an unusually long compliance checklist and a single missed item is a regulator-grade event. CallGuard AI scores all of them on 100% of calls, with live breach alerts before the call ends.
A collections call has more non-negotiable items than any other voice channel.
Every collections conversation has to pass a longer compliance checklist than a typical customer service or sales call. Mini-Miranda. Caller identification. Permissible call windows. No third-party disclosure. Vulnerability handling. Right to dispute the debt. Complaint route. A single missed item on a single call can trigger a regulator response or a class-action exposure that costs more than a year of QA staffing.
Sample-based collections QA
- 1 to 3% of calls reviewed manually
- Mini-Miranda failures only caught when a customer complains
- No-call-window breaches discovered weeks later in audits
- Vulnerable customer indicators slip past unflagged
- Variance between reviewers is meaningful
- Coaching lands days after the breach
CallGuard AI on every collections call
- 100% of calls transcribed and scored automatically
- Mini-Miranda checked at the start of every call
- No-call-window violations caught against your dial-time policy
- Vulnerability indicators screened on every conversation
- One AI calibrated to your firm's interpretation
- Coaching draft ready before the agent's next call
Every collections regime, scored against your scorecard.
CallGuard AI scores against the scorecard you upload. For collections operations, the scorecard typically encodes the regime your firm operates under (FCA CONC for UK consumer credit, FDCPA for US third-party debt collection, the Ofcom rules for outbound dialling) plus your firm's internal conduct rules and complaint-handling triggers.
FCA CONC compliance (UK)
For UK consumer-credit collections: forbearance and due-consideration framing, treating customers in financial difficulty fairly, no harassment language, no misleading statements about consequences, complaint route disclosed when triggered.
Caller identification + authorisation
Agent identifies themselves and the firm. Confirms they are speaking to the right person. No third-party disclosure if they are not. Authorisation captured before any account-specific information is discussed.
Mini-Miranda statement
For US FDCPA-regulated calls: the agent identifies as a debt collector, states this is an attempt to collect a debt, and notes any information obtained will be used for that purpose. Captured at the start of every call. Calls without a clean mini-Miranda are flagged as critical.
Vulnerability indicators (FG21/1)
Health, life event, resilience and capability indicators screened on every call. Mentions of bereavement, redundancy, mental-health, addiction or financial stress trigger a vulnerability flag and check whether the agent adapted the conversation accordingly.
Right to dispute the debt
Customer's right to dispute the debt within the regulatory window communicated in plain English. Dispute handling pathway captured if the customer raises one. Calls where the customer disputed and the agent pressed past it are flagged as critical breaches.
No-call windows and frequency
Outbound dial-time policy compliance scored against Ofcom rules (UK) or TCPA / Reg F windows (US). Excessive call frequency to the same number tracked across the day. Out-of-window dials flagged with the breach severity tied to whether the customer answered.
Catch the breach before the call ends.
For collections, "discovering the breach in next month's audit" is too late. The customer has already complained to the regulator. CallGuard AI streams audio live from your dialer, runs scoring against the rolling transcript every 30 seconds, and emits high-confidence breach alerts via signed webhook to your floor manager's screen, your CRM, or a Slack channel.
Mini-Miranda missing alert
If the agent has not delivered a clean mini-Miranda within the first 60 seconds of an FDCPA-regulated call, a webhook fires to the supervisor screen. The supervisor can intervene before the call goes any further.
Vulnerability disclosure alert
If the customer discloses a vulnerability indicator (financial stress, health, bereavement) and the agent continues at the same pace using the same close, a webhook fires for floor-manager intervention. The standard expected by FCA Consumer Duty.
Harassment-language alert
Aggressive close language, threats of consequence, false statements about wage garnishment or legal action flagged at the moment they appear in the live transcript. High confidence threshold means no false positives.
Complaint trigger alert
Customer raises a complaint, dispute or third-party concern that the agent does not escalate. Webhook fires to the complaints team's queue so they can pick up the call before the customer hangs up.
Common questions, answered.
Does CallGuard AI handle both UK FCA CONC and US FDCPA regimes?
Yes. The scorecard you upload determines the regime scored. UK CONC, US FDCPA + Reg F, Australian ASIC collections rules, all configurable. Many of our customers run multiple regimes side-by-side because their portfolio includes both UK consumer-credit and US third-party debt accounts.
How is vulnerability flagged?
Following FG21/1's four drivers (health, life event, resilience, capability), CallGuard scores each call for whether vulnerability indicators were disclosed and whether the agent adapted accordingly. Disclosed-but-unaccommodated indicators are flagged as critical breaches even if every other criterion passed.
How does this integrate with our dialer (Five9, Genesys, Twilio)?
First-class adapters for Twilio Media Streams and AWS Connect Voice Streams. Twilio integration here, AWS Connect here. Other dialers can connect via our generic WebSocket protocol for live streaming. For any dialer, including Five9 and Genesys, you can also export recordings and bring them in via upload or our REST API.
Can complaint handling be triggered automatically?
Yes. Set a webhook to fire when a complaint trigger is detected (specific phrases, dispute language, regulatory mention). The webhook lands in your complaint-handling queue with the call recording, transcript and the trigger sentence. You can automate the SLA timer from this signal.
What's the audit trail for an FCA visit or FDCPA case?
Per call: full transcript, per-criterion verdicts with direct evidence quotes, breach register entry with severity and resolution status, AI coaching draft, and any compliance corrections made by your team with the reason. Exportable as PDF per call or as JSON via the API for case-management integration.
Further reading: How to score 100% of calls instead of a 1–3% sample and What is AI call QA?