Debt collection is a sensitive and complex matter. Aggressive and fraudulent collections practices have led to an intense regulatory climate. An additional challenge is providing an exceptional customer experience. In 2021, consumers filed over 82K complaints against debt collectors. This data reflects a growing need for qualified agents who understand the nuances of the law and know how to anticipate debtors’ frustrations coming into a call. This white paper demonstrates how collections agencies use speech analytics to address these challenges while empathizing with customers to increase collection rates, improve the customer experience, and mitigate risk.