Convenient Options for Digital Consumer Communication
Expanded communication options enhance the consumer experience
Online Access
Our mobile-friendly, ADA-compliant website allows consumers to log in to their account from any device. We encourage consumers to register their account on all dunning and settlement letter campaigns and obtain necessary consent during online account registration. We provide consumers self-service administrative control over their accounts with online access to update demographic data, request validation of debt, dispute an account, schedule a call, or opt-in to email and text communication.
IVR/I-Bot
CMS utilizes Interactive Voice Response (IVR) technology for telephonic support of common, straightforward consumer requests, allowing our live agents to prioritize calls and deliver personalized service for calls requiring live support. Reduction of live agent interaction for routine requests improves accuracy and mitigates risk. Our technology system allows consumers to receive or provide the following information without agent interaction: account information, payment plan options, settlement options, disputes, do not call requests, bankruptcy and/or attorney information, and requests for verification of debt.
Email & Text
We offer consumers the option to communicate with Capital Management Services through email or text as their preferred method of communication. Following consumer consent, letter campaigns and unique letter delivery can be delivered paperless via email for digital communication only, increasing compliance and privacy, reducing turnaround time, and eliminating expenses associated with print mailings. Consumers may also elect to opt-in for text message communications regarding upcoming payment reminders, late payment notifications, and/or settlement opportunities.