Right Party Contact (RPC): Higher Collections Start With the Right Customer
In collections, every recovery strategy depends on one thing: reaching the right customer.
Higher RPC. Better Collections.
Stop Chasing. Start Reaching.
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- July 27, 2026
Banks may use AI to optimise timing, automate reminders, personalise messages, and prioritise high-risk accounts. But if the communication does not reach the correct borrower, the strategy fails before it can create any outcome.
Low RPC rate directly affects collection campaign performance, recovery rates, and the efficiency of the overall debt recovery process. That’s why improving Right Party Contact, or RPC, becomes critical.
Let’s look at why right party contact rates are falling and how to increase right party contacts with TrueDigi’s certain, direct-to-device collection approach.
Why RPC Remains Low in Debt Collection
The industry has accepted a low bar for customer contact for too long. The average RPC rate is around 26%, while 23% of call centers have an RPC rate below 20%. This means a large part of outreach is still not reaching the right borrower.
Several factors continue to pull RPC rates down:
1
Outdated or incorrect mobile numbers that make collection teams chase numbers instead of borrowers
2
Unknown calls are getting ignored because customers are more cautious about spam, fraud, and unverified numbers
3
Increased use of call blockers that prevent even genuine collection calls from connecting
4
Borrowers are becoming harder to trace as delinquency progresses, and traditional contact details stop working
5
SMS, email, and call fatigue that reduces response, even when the message is relevant
So even when banks increase outreach volume, the right party contact rate may remain low because the underlying contact path is still uncertain.
Why AI-Led Collections Still Need the Right Party Contact
AI can improve collections in many ways. It can help banks decide when to contact a customer, what message to send, which account to prioritise, and what repayment path to recommend. But the benefits are barely incremental because AI does not guarantee RPC. This is why RPC must come before optimisation.
AI can make collections smarter, but RPC makes them reachable. For banks, the goal is not to choose between AI and RPC. The goal is to build a collection system where the right customer is reached first, and AI then improves timing, context, and next-best action.
How TrueDigi Helps Increase Right Party Contacts
Most collection systems try to improve RPC by improving outreach: more calls, better timing, repeated reminders, or higher campaign frequency. TrueDigi solves it at the contact layer.
Built into the bank’s own mobile app through a lightweight SDK, TrueDigi creates a secure direct-to-device engagement layer that does not depend on phone numbers, telecom calling, SMS delivery, unknown caller pickup, or changing borrower locations.
This gives banks a verified path to the customer’s device, helping them move from uncertain outreach to certain reachability. With TrueDigi, collection communication can be delivered directly to the intended customer with 100% contactability, 100% deliverability, 100% actionability, and 100% measurability.
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TrueDigi’s Tools to Boost Right Party Engagement
1
TruCall (Device-Level Voice Communication):
TruCall delivers bank-branded voice calls directly on the customer’s device, without depending on telecom calling infrastructure. It helps banks reduce RPC failures caused by number changes, unanswered unknown calls, call blocking, or low pickup rates.
2
TruNumber (Active Mobile Number Intelligence):
TruNumber helps identify the customer’s active mobile number, reducing failed attempts caused by outdated, incorrect, or inactive contact details. This gives collection teams a stronger contact base before follow-ups begin.
3
TruLocate (Consent-Based Location Intelligence):
TruLocate supports consent-based location intelligence for hard-to-reach borrowers. It is especially useful in skip tracing and late-stage collections, where traditional contact details may no longer be enough.
4
Direct-to-Device Messages (Secure Customer Reachability):
TrueDigi allows banks to send secure text reminders, full-screen alerts, payment nudges, and escalation messages directly to the intended customer device. This improves visibility, trust, and actionability across the collection journey.
Together, these capabilities help banks solve the real RPC problem: not just whether a call was made or a message was sent, but whether the right customer was reached through a contact path the bank can trust, measure, and act on.
[Also Read: TrueDigi by Datacultr: Turning Low Efficiency into High Collection Performance]
Set a Higher Standard for the Right Party Contact with Us
The next phase of debt collection will not be won by teams that simply increase outreach volume. It will be shaped by banks that start building stronger ways to reach the right borrower on the first attempt.
That shift matters because every collection strategy depends on the same foundation: the ability to reach the right customer.
For banks, this means RPC can no longer sit only inside contact-centre reporting. It must become a core measure of collection readiness, customer trust, and recovery performance. With TrueDigi, that shift becomes possible.
About TrueDigi
TrueDigi is Datacultr’s AI-powered, user-trusted, direct to device customer engagement and debt recovery platform for banks and lenders. Embedded within the bank’s mobile app, it enables end-to-end journeys across collections and customer lifecycle use cases with 100% contactability, actionability, and real-time measurability.
If low RPC is limiting your collection outcomes, it’s time to fix the contact layer first.
People also ask
What is the risk of scaling debt collection efforts without improving RPC?
Scaling debt collection efforts without improving RPC often increases effort without improving recovery at the same pace. More calls, reminders, agents, or automated campaigns may lift activity, but if the right borrower is still not being reached, banks risk scaling operational inefficiency instead of collection performance.
Why should banks track RPC rate separately from delivery rates and call attempts?
For banks, delivery rates and call attempts are activity indicators. They show that outreach was executed, but not whether the right borrower was reached. Tracking Right Party Contact separately gives collections teams a sharper view of contact quality, borrower reachability, and the actual strength of their recovery funnel. With platforms like TrueDigi, banks can achieve 100% RPC and see an increase in customer response, repayment action, and campaign-level collection outcomes.
How can TrueDigi make Right Party Contact more measurable for banks?
TrueDigi helps banks move RPC from a contact-centre metric to a more outcome-linked collection metric. By enabling direct-to-device engagement inside the bank’s own app environment, TrueDigi gives teams clearer visibility into whether the borrower was reached, whether the message was seen, and whether the interaction moved toward repayment action.
