Compliance & Security

Contact Frequency Controls Must Be Built Into Campaigns

If each tool counts on its own, nobody is counting at all. Nexum counts every attempt on the account and blocks at the limit.

If each tool counts on its own, nobody is counting at all.

Summary

Frequency limits come from law, client contracts and agency policy.

Separate counters per tool undercount contact and lead to violations.

Nexum enforces daily and seven-day limits on the account and screens campaigns for weekly limits.

Key takeaways

Set limits with counsel and document them.

Count attempts across channels on the account.

See Nexum block at the limit in a demo.

Why frequency matters

Too much contact is harassing, drives complaints and can violate law. Regulation F created a presumption for consumer debts (generally more than seven calls within seven days, or a call within seven days after a phone conversation, about a particular debt), and states and clients add their own rules. Counsel should set your limits.

The counting problem

Frequency limits only work if every attempt is counted. Common gaps:

The dialer counts its calls; manual calls aren't included.
Voicemail drops from a separate platform aren't counted.
Texts and emails have their own limits that aren't coordinated.
Duplicate accounts each have their own counters.
Calls across multiple accounts for the same consumer aren't considered appropriately.

Count on the account

Keep attempts on the account record, from every source, with channel and time. Apply limits from there:

Per day and per seven days for calls.
Weekly limits for digital outreach.
After a conversation waiting periods, as your counsel advises.
Overrides by debt type where rules differ.

Enforce at two points

List building. Accounts at their limit shouldn't appear on call lists or campaign audiences.

Moment of contact. Re-check right before dialing, sending or logging, because limits can be reached during the day.

Make blocks clear

When contact is blocked, show why ("weekly attempt limit reached"), so collectors trust the system and don't look for workarounds.

Measure it

Contacts blocked by frequency limits.
Complaints about contact frequency.
Right-party contacts per attempt (fewer, better attempts usually win).

How Nexum enforces frequency

CRM Settings: daily and seven-day limits with debt-type overrides.
Red-bar blocks on the account and in My Desk when a limit is reached.
SilentReach and Nudge screen out numbers at the weekly limit at build and at every drop or text.
DebtorIndex's Call list leaves out accounts at the weekly limit.
Comm Log records every contact with source and time.

Nexum enforces exactly the values you set with counsel.

The bottom line

Count everything, enforce twice and explain every block. Nexum does all three. See one set of rules for every channel.

See it working in your agency

Book a 30-minute guided Nexum demo built around your agency's real bottleneck, or call 502ZONE directly at (786) 524-4252. Nexum Open CRM is free: no license fee, no seat fees, no subscription. Add 502ZONE modules only when you want more recovery.

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