Collections Call Training

Recover more cash while protecting the customer relationship

Collections is the highest-stakes conversation in your business. C&M Coaching trains BHPH dealers, finance companies, and collection agencies to be firm, compliant, and effective — recovering more without burning bridges or breaking the rules.

What It Is

What is collections call training?

Collections call training is coaching that helps collectors recover more money while staying fully compliant with the law. It pairs conversation skills — right-party contact, promise-to-pay, and de-escalation — with strict compliance coaching around the FDCPA and Regulation F, so recovery goes up and risk goes down at the same time.

We coach the calls your team is already making. Every session is grounded in real recorded calls, scored against a rubric that weights both effectiveness and compliance — because in collections, a call that recovers cash but violates the rules is a loss, not a win.

Outcomes

What our collections training delivers

  • Higher right-party contact rates on outbound calls
  • More promise-to-pay agreements that actually convert
  • Documented compliance with the FDCPA, Regulation F, and state rules
  • Reduced escalations, complaints, and recovery costs
  • Spanish-language coaching available for bilingual teams
Collections team taking calls in a call center

Compliance First

The rules we coach into every call

These are the compliance fundamentals under the FDCPA and the CFPB's Regulation F. We train them from your real recordings so they become second nature — not a policy binder nobody reads.

Call time windows

Debt collectors generally may not contact a consumer before 8 a.m. or after 9 p.m. in the consumer's local time.

The 7-in-7 call cap

Under Regulation F, a collector generally may not call a consumer about a particular debt more than seven times within a seven-day period, or within seven days of a phone conversation about that debt.

Compliant voicemails

A safe-harbor voicemail includes the collector's name and a callback number — and nothing that reveals the debt to anyone who might overhear it.

Validation notice

Consumers must receive validation information — the debt amount, the creditor, and their right to dispute within 30 days — early in the collection process.

Authoritative sources: the Consumer Financial Protection Bureau (CFPB) and the FDIC FDCPA examination manual. This is general information, not legal advice.

Program Components

What's covered in the training

Promise-to-Pay Mechanics

Scripts and frameworks for setting payment commitments customers actually keep, with clear documentation and disciplined follow-up.

Compliance Coaching

Staying on the right side of the FDCPA, Regulation F, TCPA, and your internal policies. We review real calls and flag risky language before it becomes a complaint.

Difficult Conversation Handling

De-escalation and objection responses for the hardest calls — firm and effective, without losing the customer or crossing a line.

Bilingual Programs

English and Spanish training delivered by coaches who work in both languages every day — critical for diverse portfolios.

Checkout Our Online

Reviews

Thinking about choosing C&M Coaching for phone training? Don't just take our word for it — check out our online reviews and see why clients trust us with their team's personal and professional growth.

David Ortiz

Sales Manager

“Excellent service. We have become better as a team and are more effective due to their coaching. Any business that requires communication through the phone should sign up to C&M Coaching.”

Breanna Cocker

BDC Manager

“Maggie and Robin are incredible! C&M has so much to offer and they have helped us tremendously improve our communication skills. We wouldn't be where we are today without you!”

Andres

Collections Manager

“C&M Team. Thank you so much for your great and hard work. We are really pleased with your services. We find it vital for our Dealer and Finance Company, especially now more than ever.”

More Online Reviews
Maggie Pugesek, C&M Coaching

Programs led by

Maggie Pugesek

30+ years in automotive, leading C&M Coaching's training design across Sales, BDC, Service, and Collections. About C&M Coaching

Questions

Collections call training FAQ

What is collections call training?
Collections call training is coaching that helps collectors recover more money while staying fully compliant with the law. It combines conversation skills — right-party contact, promise-to-pay, and de-escalation — with strict compliance coaching around the FDCPA and Regulation F. At C&M Coaching we score your collectors' real recorded calls and coach each one, so recovery goes up and compliance risk goes down at the same time.
What is the FDCPA?
The Fair Debt Collection Practices Act (FDCPA) is the federal law that governs how third-party debt collectors may communicate with consumers. It prohibits harassment, false or misleading statements, and unfair practices, and sets rules on when and how collectors can make contact. The Consumer Financial Protection Bureau's Regulation F implements and clarifies the FDCPA. (See the CFPB and FDIC for the authoritative details.)
What times can debt collectors call?
Under the FDCPA, debt collectors generally may not contact a consumer at an unusual or inconvenient time — specifically not before 8 a.m. or after 9 p.m. in the consumer's local time — unless the consumer has agreed otherwise. Training collectors to respect these windows is a basic but frequently violated compliance point, and we coach it directly from your real call recordings.
How many times can a debt collector call?
Under Regulation F, a collector generally may not place more than seven phone calls about a particular debt within a seven-day period, and may not call again within seven days of having a phone conversation about that debt. Coaching a compliant contact cadence keeps your team both effective and inside the rules.
What makes a compliant collections voicemail?
A compliant, "limited-content" voicemail includes the collector's name and a callback number and requests a return call — but does not disclose that the call is about a debt or reveal information a third party could overhear. We coach voicemail language that is both compliant and effective at getting a callback.
Do you offer bilingual collections coaching?
Yes. We deliver collections coaching in English and Spanish, by coaches who work in both languages every day. For finance companies and agencies serving diverse portfolios, coaching in the customer's language improves both recovery and compliance, because tone and clarity land the way they're intended.

Call For A Free Evaluation

877-900-9461
Help My Team Collect More Cash