3 Under-the-Radar Strategies to Reduce Friction in Authentication for Digital Debt Collection

In collections, authentication equals friction.

We’re asking customers to give us their private information, like their date of birth and the last four digits of their social security number before they even know who we are. Over the phone, the process is ripe with potential customer and agent frustration. Web portals can cause friction, too, with poorly designed processes that don't reflect the shift to digital seen in financial services and e-commerce.

There’s been resistance to changing the industry authenticates customers because of the major risk of third party disclosure. But, according to InDebted’s Chief Customer Officer (and champion of frictionless collections) Tim Collins, there are several new-to-collections technologies that can help reduce friction and third-party disclosure risk.

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