Revenue Cycle Experts

Pay Your Bill Client Log In

What Collections Departments Can Do about Call-Blocking Apps

May 12, 2022

Google “call blocking” for a moment. Then come back to this post.

If you did that, you know what a big problem this is becoming for AR and collection departments and agencies. Call blocking came up during a recent meeting with the ACA Federal Affairs Committee because of the many challenges it’s creating.

FCC’s TCPA Declaratory Ruling in 2015, which was absurd for many reasons, opened the door for phone companies to start creating and/or selling call-blocking apps. ACA International is suing the FCC regarding this ruling, but that hasn’t stopped one of the most significant issues from this ruling from gaining momentum extremely fast.  

Why are Call-Blocking Apps a Problem?

These call-blocking apps, such as PrivacyStar by First Orion, allow members to download the app, and start blocking all calls suspected of being spam. However, debt collection calls and other calls from creditors that use dialing technology will fall into this category — even though there are legitimate business reasons and consent to call.

The ACA is working with these providers of phone services to explain our industry in an attempt to fix this issue, but as you know, that can be very difficult. They are talking with the providers that may want to label us as a debt collector, which would bypass from being blocked, but then would open up our industry to third-party disclosure issues with the FDCPA.

How You Can Help
One of the most challenging things for our industry is that we are not appropriately notified when we are blocked. The call could be a busy signal or endless ringing, while your accounts are still rotating through our dialer platforms. Right party contact rates are certainly going to fall as these apps become more popular. Call authentication can be a long-term solution for this, but in the short term, ACA International needs your help.

Analyze your data; are your contact rates trending downward yet? If you have any pertinent information on how it has impacted your organization, the ACA wants to hear from you. Simply go to their website and look for the green “share your call blocking and labeling issues with ACA” tab in the middle. (Note: you must be an ACA member to share.)


Affiliations Audits & Achievements

  • HFMA: Healthcare, financial, management, association
  • AAHAM: American Association of Healthcare Administrative Management
  • ACA International

Revco Solutions Locations

Durham, NC (Corporate Headquarters)

2700 Meridian Parkway
Suite 200
Durham, NC 27713

Oradell, NJ

800 Kinderkamack Rd
Suite 206 North
Oradell, NJ 07649

Jacksonville, FL

7016 AC Skinner Parkway
Suite 160
Jacksonville, FL 32256

Dewitt, MI

1161 E Clark Road
Suite 240
Dewitt, MI 48820

Dayton, OH

6450 Poe Ave
Suite 301
Dayton, OH 45414

Columbus, OH

250 E Broad Street
4th Floor
Columbus, OH 43215

Omaha, NE

5807 N 102nd St
Omaha, NE, 68134

Indianapolis, IN

9339 Priority Way West
Suite 120
Indianapolis, IN 46240

Austin, TX

Financial Corporation of America (FCOA)
A Revco Management Company
12515 Research Blvd., Suite 200
Austin, TX  78759