Skills Compliance
Collections and financial-difficulty conduct
These are the highest-stakes conversations a support operation has. The customer is under financial pressure, the agent has a collections objective, and the outcome affects whether someone can pay for essentials. In many sectors there are specific duties about how this is handled.
npx rulebase-skills install cx-collections-conductWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “audit our collections calls”
- “are we treating customers in arrears fairly”
- “did we offer forbearance”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
What to audit
Recognition of difficulty. Did the agent identify that the customer was in financial difficulty, as opposed to simply late? These need different handling and the distinction is frequently missed. Signals: statements about affordability, prioritising essentials, other debts, a change in income, or asking for time.
Check the incentives first
Before reading a single conversation, look at what the collections function is measured and paid on. Where the objective is a collection rate, a promise-to-pay rate, or a right-party- contact target, expect pressure and under-recognition of difficulty — reliably, from ordinary people, because that is what was asked for.
Outcome measures beyond the conversation
Conversation review tells you what was said. These tell you whether it worked: Repeat arrears after a resolution, Complaint rate on collections contacts, and their themes.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
