Debt help and IVAs
Every person who contacts you is already under pressure.
Debt advice is mostly inbound, mostly urgent, and the people on the other end of the phone are having a difficult time. What matters operationally is that promises are kept, contact preferences are honoured everywhere, and there is a record of what was said.
Getting a scheduled call wrong here has a real consequence.
In most sectors a missed callback costs a sale. In debt advice it can mean somebody waiting on a call about a process that has dates attached, or being contacted again after they asked not to be. The cost of an operational slip lands on the customer rather than on the pipeline.
So the phone system's job here is narrower and stricter than elsewhere: keep the promise, honour the suppression everywhere, and hold an accurate record of what was said.
How leads actually arrive
What goes wrong today
Someone who asked not to be contacted is contacted again
Suppression that lives in one campaign rather than across the account is the mechanism by which this happens, and it is the failure that matters most here.
Nobody can evidence what was said
Where a conversation is later questioned, memory is not evidence. Recording and a written-up call are.
Cases lose their scheduled contact
Statutory processes have dates attached. A missed scheduled call is a real consequence rather than a lost sale.
What the product does about it
Account-wide suppression that survives re-import
A number on your do-not-call list is blocked on every campaign regardless of who imports it later, with a log of who added it and when.
Recording, retention and deletion
Both sides of the call on separate channels, kept for a period you set, deletable on request with a record of who did it.
Scheduled contact that holds its date
A call promised for a date returns on that date, to the person who promised it.
An audit trail of access
Who listened to a recording, who changed a setting, who released a blocked number.
Where compliance sits
This sector is regulated by the Financial Conduct Authority.
Debt advice and debt solutions are regulated by the Financial Conduct Authority, and insolvency procedures involve further regulation again. What is permitted in approaching, advising and signing up a customer is set by them and determined by you and your compliance function.
The general calling rules — PECR, TPS, Ofcom on abandoned calls, UK GDPR — apply here as everywhere, and those are set out in full in our compliance guide.
This is not legal or regulatory advice. Your obligations under the Financial Conduct Authority are yours to determine. What we can describe accurately is the calling rules that apply regardless of sector — PECR, TPS and CTPS, Ofcom's limits on abandoned calls, and UK GDPR — which we have researched from the regulators' own material and written up in full.
Read the UK calling compliance guide →A worked example
Conversion funnels are the wrong frame for this sector, so instead: the operational figures worth watching.
None of these are sales metrics, and that is the point. The lead cost calculator is on the site if you want to model anything commercial.
Work it through with your own numbers →Questions from this sector
What does Dialspace record for a debt advice call?
Both sides of the call on separate channels, the outcome and notes against the customer record, retention for a period you set, and a log of who accessed the recording. Whether that meets your obligations is a matter for you and the FCA.
Can we prove a customer asked not to be contacted again?
Yes. A number added to the do-not-call list is blocked across every campaign, and the entry records who added it and when. If the same number is imported again next month it stays blocked.
See it on your own leads.
Half an hour with someone who has run a floor. Bring a lead source and a question.
Book a demo