Every call checked where it counts
Right-party contact, required disclosures and dispute handling, tied to the exact words
Collections
Recovery and respect on every call
Every call, human or AI voice agent, is checked for right-party contact, required disclosures, dispute handling and hardship care, tied to the exact words, so coaching targets real risk.
What changesWhat great looks like
What great looks like
every time
Built for first-party collections teams at lenders, third-party agencies, and debt buyers
Plans people keep
Agents practice hardship conversations that end in a plan the customer can afford
Human or AI
one standard
AI voice agents held to the same rules as your best collectors
The evidence
The moments that change the conversation
Select a moment to see the exchange, the standard and what Melro found
With Melro
Every call, human or AI voice agent, is checked for right-party contact, required disclosures, dispute handling and hardship care, tied to the exact words, so coaching targets real risk.
Why it matters
Every call balances recovery, regulation and dignity; one wrong sentence can turn a payment into a complaint.
By the numbers
- Complaints are high: the CFPB received about 207,800 debt collection complaints in 2024, led by debts consumers say they don’t owe. CFPB, FDCPA Annual Report (Nov 2025)
- How you call matters: 51% of communication-tactics complaints were about frequent or repeated calls. CFPB, FDCPA Annual Report (Nov 2025)
- Many people are one surprise away from hardship: only 63% of adults would cover a $400 emergency with cash or its equivalent. Federal Reserve, SHED (May 2026)
Confirm the right party first
Spouse“This is her husband. I handle the bills — what’s this about?”
AI agent“I’m sorry, I can only speak with Dana. Could you ask her to call us back at this number?”
Your standard
Confirm you’ve reached the right person before revealing why you’re calling; with anyone else, leave only a callback number.
The evidence Met
Met at 00:19. The AI agent declined to discuss the account with the spouse and left only a callback number.
Build a plan they’ll keep
Consumer (practice counterpart)“I lost my job in March. I can’t pay six hundred right now. I just can’t.”
Collector“I understand, and I’m sorry. What’s the most you can put down today to keep this from going further?”
Your standard
Acknowledge the hardship, ask about income and expenses, then offer a plan they can keep — not the biggest payment today.
The evidence Partly
Partly met at 06:33. The collector acknowledged the job loss but pushed for a same-day payment without asking about income or offering a hardship plan.
Stop and log the dispute
Consumer“That’s not my debt. I’ve never had an account with that lender.”
Collector“Our records show it’s yours. If you pay today, I can take thirty percent off the balance.”
Your standard
When a debt is disputed, stop collecting, capture the details, and explain how and when verification will be sent.
The evidence Missed
Missed at 02:58. The consumer disputed the debt; the collector kept collecting and offered a settlement instead of logging the dispute.
Book a demo
See it with your conversations
15 minutes with our team. Bring one conversation your people have to get right.