Review every call. Not two percent of them.
A QA floor that samples a handful of calls a week is guessing about the rest. IgniteRemote records, transcribes and reads every call your collectors take, then hands your supervisor one report each morning that says which ones to listen to and why.
Your collectors went home. The supervision did not follow them.
The systems of record — the platform your accounts live in — store recordings and stop there. The contact-centre QA tools score calls, but none of them ship a collections scorecard: no FDCPA category set, no disclosure detection. And neither category watches a collector who is working from a spare room.
That is the seam this sits in. Desktop-level oversight of a remote collector, with the call content read against the rules that actually govern the call.
Not a sample. Every person, every shift, on one timeline.
Recorded, transcribed, and read against the rubric — not spot-checked.
Each morning, covering the day before. Flags link straight to the second.
What each machine captures
Every one of these is switched on per computer, deliberately, by an administrator. A machine collects nothing until you turn it on — and it never starts collecting because it took a software update.
Activity timeline
Which application was in front and for how long, per person, per day. Active and idle split out, so a quiet afternoon is a fact rather than an impression.
Two-channel call recording
The microphone opens only while a call is actually in progress. Collector and consumer stay on separate channels, which is what makes attribution reliable.
Transcription
Every recorded call becomes searchable text with segment timestamps, so a flag points at a second of audio rather than at a whole call.
Screenshots at the moments that matter
Stills captured when the activity stream says something changed — a new account, a different screen — not on a blind timer that mostly photographs an idle desktop.
What gets flagged, and what a flag is
Each transcript is read against a collections rubric. Every flag carries a timestamp and the quote that triggered it, so your supervisor can click it, hear the moment, and decide.
A flag is a pointer to a moment in a recording — not a verdict, and not a disciplinary action. Scoring is by section rather than one blended percentage, so a warm, friendly call cannot average away a statutory problem inside it.
Who said it is a fact, not a guess. Speaker attribution comes from which device the audio arrived on, never from a model trying to tell two voices apart.
The morning report
One email per day, covering the day before, so a supervisor starts the shift knowing where to look instead of trawling recordings.
Per person
Active and idle time, applications used, calls handled.
Flagged moments
Each with its timestamp and a link straight to that second of audio.
Who was silent
Enrolled but sent nothing all day — usually a machine that was off, and worth knowing before you read anything into the numbers.
A record that it happened
Every review is logged, which is the part that matters months later.
Pricing
Per monitored collector, not per login. Move the seat count and every plan reprices.
Essentials
See the work. No voice capture.
- Activity timeline — which application, for how long, active vs idle
- Screenshots captured at the moments activity changes, not on a blind timer
- Daily report each morning, per person, covering the day before
- Silent-worker detection — who was enrolled but sent nothing
- Live wall for supervisors
- Per-device capabilities: nothing collects until you switch it on
- Roles and permissions, with a full audit log
Voice
Every call reviewed, not two percent sampled.
- Two-channel call recording — the microphone opens only during a call
- Full transcription with segment timestamps
- FDCPA-aware rubric on every call, not a sample
- Timestamped flags: missing disclosure, third-party disclosure, threat, contact after cease, misrepresentation, abusive language
- Per-section scoring, so a warm tone cannot average away a statutory problem
- Speaker attribution from the device the audio arrived on — never a model guessing
- Compliance alerts surfaced the morning after, with a link to the second
- Call-review audit trail: who listened, to what, when
Compliance
For floors that have to prove it, years later.
- Continuous screen recording alongside the call
- Level 5 capture — keystroke text, clipboard and messaging, behind a signed attestation
- Three-year call-audio retention for legal hold
- Per-listen audit on every stored recording
- Workflow discovery — a consented window that learns how your floor actually works
- Procedure library: the canonical version of each job, built from real recordings
- Priority support and onboarding
Billed per monitored collector. Supervisor and admin logins cost nothing — you should not pay to look at what you are already paying for. Talk to us about annual billing or a floor over 100 seats.
What else a collections floor gets offered
Three categories sell into this room, and each of them solves part of it. Here is the honest split, including the parts we do not do.
| Capability | IgniteRemote $39–$149 / seat | Employee monitoring Hubstaff, ActivTrak, Teramind · $7–$21 | Contact-centre QA Observe.AI, NICE, Calabrio · $94–$150 | Collections platform Finvi, Latitude, InterProse |
|---|---|---|---|---|
Desktop activity of a work-from-home collector The monitoring tools do this well — it is the rest of the row they are missing. | ||||
Records every call, not a sample Storing recordings is the high-water mark for the systems of record. | ||||
Transcription with timestamps | ||||
Automated QA scoring on 100% of calls | ||||
Collections-specific scorecard (FDCPA categories) The QA suites score calls, but ship no collections category set — you build it yourself. | ||||
Mini-Miranda / disclosure detection | ||||
Screen and desktop context alongside the call | ||||
Remote access to the collector's machine to fix it We were a remote-desktop product first. The support path came free. | ||||
Consent attestation gating capture | ||||
Owns the account and the debt record This is the systems-of-record job. We do not replace your platform and do not try to. | ||||
Dialer and telephony Keep dialing with whatever you dial with today. | ||||
Real-time supervisor barge / whisper Review here is next-morning by design. |
The last three rows are ones we lose, and they are in the table on purpose. We do not own your accounts, we do not dial, and review here is next-morning rather than live. What no other column does is the middle of the table — a collections-specific scorecard on every call, on the desktop of a collector who works from home.
Why a floor buys this, in one paragraph
The exposure that actually costs collection agencies money is private FDCPA litigation — §1692k shifts attorney fees, which is what makes a single call expensive — along with state AG attention and creditor-client audits.
§1692k(c) excuses an unintentional violation made notwithstanding the maintenance of procedures reasonably adapted to avoid any such error — and the burden of showing those procedures sits with the collector. A floor that reviews two percent of its calls is going to struggle to carry it. A floor that can produce a record of every call being reviewed is not.
That reframes the purchase. This is not a monitoring expense. It is an affirmative-defence asset that happens to also tell you who on your floor needs coaching.
Before you record anyone
Recording voices and storing what people type are treated as distinct legal categories — by two-party consent states, under GDPR, and by works-council regimes. We built that into the product rather than into a footnote: call recording and content capture stay switched off until an administrator completes an attestation in the console stating the lawful basis and confirming staff were told.
Until that is signed, those endpoints do not collect at all — they do not collect quietly and hide it. Tell your team first, in writing, and keep the notice. The attestation records that you did; it is not a substitute for doing it.
What it does not do yet
Worth knowing before you buy, rather than after.
- No account or debtor linkage. Calls are tied to collectors and times, not to the account in your platform — that needs an integration with whatever you dial from.
- Nothing real-time. Review is next-morning, by design; this is a supervision tool, not a live-listen console.
- No payment-card redaction on the call path. If your floor takes card numbers over the phone, tell us before you start — that changes what you should switch on.
Bring your floor onto one report
Tell us how many collectors you have and how they work — in an office, at home, or both — and we will tell you exactly what to switch on.