What 2026 looks like for digital collections, in the industry's own words.
A new survey of credit and collection professionals reveals how agencies, debt buyers, banks, credit unions and fintechs are deploying text, email and digital channels, where those channels actually work and what’s holding the rest of the industry back.
What's inside the report
- Which communication channel now beats email, web portals and the phone for consumer engagement – and the data behind it.
- The six-month forecast for placement volume, contact rates and collection rates – and the squeeze hiding inside the numbers.
- Where in the collection lifecycle digital communications actually perform best.
- The single biggest barrier stopping organizations from going fully digital (hint: it isn’t the consumer).
- How the industry really decides which channel to use, and how few have automated it.
- Candid, unfiltered quotes from practitioners on what has surprised them most.
Get instant access to the report
This research is brought to you in partnership with TCN, a global provider of cloud-based contact center technology for the credit and collection industry.
