We use ACD (Automatic Call Distribution) technology and IVR (Integrated Voice Response) to automatically route calls based on account characteristics. The call can be routed to self-service menus or to specific collectors based on their skill levels. At BACS we create virtual collection systems using IVR, text-to-speech, automated outbound messaging, and payment processing. This system allows us to call debtors, verify their identity, and ask them to take action - all without involving a live collector. Using auto-resolution technology compels debtors to reach higher average payment rates, because they cannot negotiate with the computer nor influence it in any way to offer a lower payment option. Stress levels are also lower for debtors once the subjectivity of human interaction is removed from the equation.