The January 2023 Aite-Novarica Group report on the U.S. third-party collections industry highlights the growing role of mobile channels, especially SMS/text, following Regulation F’s clarification on newer communication methods. While letters and phone calls remain dominant, adoption of modern channels and machine learning tools is rising, particularly among larger firms. Many agencies face challenges aligning communication methods with consumer preferences, and compliance remains a central concern as the industry shifts toward multichannel strategies. Automated technologies are becoming essential to maintain efficiency amid shrinking margins and talent shortages.

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