Marina makes the outbound calls for you: she verifies who she's speaking to, agrees an affordable arrangement, handles disputes, spots when someone's struggling, and offers a secure link by text to pay or dispute.
The same handoff you had before: you send the weekly file, we make the calls and follow up by SMS, you get a report back for Vtiger.
Affordability first, no threats, no pressure. Designed to FCA CONC, the Consumer Duty, and the vulnerable-customer guidance.
She never takes card details by voice. She offers a secure link by text, a short form to arrange payment or raise a dispute.
Each call writes a structured outcome to Airtable, ready for a human to review and upload to Vtiger.
These are the five accounts from the test file you sent, four consumer, one commercial, £129 to £2,700. Pick one; Marina loads that exact file and calls. (Full mobile numbers are hidden; a person plays the debtor.)
Marina confirms who you are, understands the situation, and agrees an affordable plan within the floor, then offers to text a payment link.
Marina does not argue. She logs the dispute, tells you collection is paused while it's reviewed, and offers to text a dispute form.
Marina softens, stops any pressure, offers a human callback, and signposts free debt advice. She never pushes a payment.
Marina recognises a commercial debt, keeps it professional and non-threatening, and drops the consumer-only forbearance scripting, still identity-first.
Marina stays calm, never threatens, makes no false claims of court or bailiffs, notes the refusal, and closes cleanly instead of looping.
With no confirmed identity, Marina discloses no balance, no creditor, nothing, and offers a neutral callback. That's the data-protection guarantee.
A worked example (text, not the live demo): Casey calls back about the vet bill. Identity, understanding, an affordable plan, an SMS link, and a logged outcome.
Six choices that make this safe in front of a debtor, and in front of your compliance team.
Arrangements are grounded in what the person can afford. She offers time to pay, reduced or token payments, and Breathing Space, and never pushes someone past their means or suggests borrowing to repay.
Bereavement, illness, real hardship, confusion, she hears it, softens, applies no pressure, offers a human, and signposts StepChange, National Debtline, Citizens Advice and MoneyHelper.
She gives a genuine reason (an account in your name) and invites a call back to check she's real, so it never feels like a scam, but no balance or creditor until she's confirmed the right person. A voicemail or the wrong person hears nothing that reveals a debt.
She never implies court, bailiffs, arrest, or that non-payment is a crime, the lines that carry real legal risk. Disputes pause collection and route to a person.
Marina drafts the note and captures the commitment. She grants no binding settlement and writes no system of record. A person reviews every outcome and owns the account.
A structured outcome, consent line, and summary land in Airtable on every call, ready for your review and for Vtiger.
The same handoff you had with your previous provider. Nothing changes on your side.
In this demo the call runs in your browser. Live outbound dialling and the SMS follow-up run on our telephony, set up per client; legal and FCA compliance sign-off stays with Waters & Gate.