Text messaging remains one of the most effective consumer communication channels, but compliance hurdles and carrier spam filters continue to challenge collection and servicing teams. In this webinar, hosted by Mike Gibb of AccountRecovery.net and sponsored by DialConnection and Concepts2Code, panelists from Williams & Fudge, Lendly, Harris & Harris, and DialConnection shared practical insights on structuring texting operations for compliance and deliverability.
The discussion centered on choosing between 10DLC and short codes, measuring campaign effectiveness, and the importance of two-way engagement. Panelists emphasized that while short codes often deliver higher reliability, 10DLC can be faster to implement. Ultimately, agencies should avoid delaying adoption—“If you’re asking that question now, you’re already way late to the game,” noted Jon Balon.
Measuring success goes beyond deliverability rates; agencies must track downstream actions such as payments, calls, or portal visits. As Mark Reinhard explained, “At the end of the day, are you having an impact? Are you getting more payments based on those?”
Finally, the panel stressed the necessity of two-way texting. Balon cautioned against one-way messaging: “If I’m going to use a channel to reach out to you, I better be able to receive that same channel back.”
🧠 Key Takeaways:
- Adopt a texting strategy now: Whether 10DLC, short code, or both, don’t delay implementation. Early adoption builds reputation and trust with carriers and consumers.
- Measure beyond deliverability: Track consumer actions tied to texts—payments, calls, portal visits—and use tagged links or cookies to attribute results.
- Enable two-way engagement: Train collectors to handle inbound texts effectively. Avoid one-way messaging, which undermines trust and consumer relationships.
This session underscored that compliance, measurement, and engagement are the pillars of effective texting in collections. Agencies that balance risk appetite with consumer experience will be best positioned to optimize outcomes.
