Does agent matching need consumers’ personal details?

What BestPair receives

Agent matching (BestPair calls it predictive pairing) learns which collector does best with which kind of account. That takes four things, all keyed to your own IDs:

• Account IDs and account details. Balance, days delinquent, placement date, consumer age band, state and ZIP code. A date of birth is never needed.
• Call history. Which collector called which account, when, and how the call ended.
• Payment history. Which accounts paid, when, and how much.
• Data about your own collectors. Each collector’s agent ID, start date and results. This is data about your staff, and BestPair processes it too.

Personal data is pseudonymised only. BestPair never asks for consumer names, Social Security numbers, phone numbers, email or street addresses, or bank or card details. Account IDs are your own, so BestPair cannot tell who a consumer is. Call recordings and notes stay with you too. If a file arrives with anything extra, BestPair deletes it and asks for a resend. The full file list.

Where the matching runs

Off-site. BestPair calculates the matching on its own side, on AWS in the United States, and it does not run inside your environment. Storage and access are different questions. The data is stored and processed only in the United States. The founder and R&D team are in Australia and may access it remotely from company-managed devices.

Your floor sends its files by encrypted SFTP to a folder BestPair provides, never by email. The assignments come back keyed to your account IDs and collector IDs, and your dialer applies them through its routing.

Some agencies ask for a version installed on their own servers. BestPair does not offer one. The matching and its model updates run on BestPair’s side, so your IT team has no vendor software to install, patch or monitor inside your network.

What the agency keeps

• The link between an account ID and a consumer. Only your systems can turn an ID back into a person. If you mask the IDs before sending them, even the ID BestPair sees is one only you can reverse.
• Every contact with consumers. People make every call. BestPair never dials, calls, texts or contacts anyone.
• Offers, scripts and compliance rules. What collectors say, what they offer and your FDCPA, Regulation F and TCPA controls stay exactly as they are. BestPair changes only which collector works which account.
• Your systems of record. Recordings, notes, payment processing and client reporting stay in the systems you already run.

Before any file moves

Expect your legal or compliance team to want sign-off before even a sample file is shared. That is reasonable, and it goes faster when they can see the field list first. No separate NDA is needed to start: the Order Form and the Data Processing Addendum cover confidentiality. Send your team the file list and this page, and ask BestPair for the Security Overview and the Data Processing Addendum, both available on request. What a security review asks. The account details themselves are covered in more depth in which account details help predict payment.