Debt collection is one of the most emotionally charged parts of the consumer finance lifecycle. Calls get ignored, emails feel confrontational, and portals create friction. According to new data from, “The Messaging Evolution: Exploring Consumer Motivation and Behavior in the Age of RCS,” consumers overwhelmingly prefer a communication method that’s less intimidating and more actionable.
That method is RCS.
When communications feel safer and easier to navigate, consumers are more willing to resolve their delinquent accounts… faster.
Key Takeaways
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- 31% of Gen Z, 38% of younger Millennials, and 38% of older Millennials currently have debt in collections.
- 61% of consumers would opt into interactive RCS debt calculators.
- 59% would opt into payment reminders.
- 54% would schedule payments through RCS.
- 75% of Gen X and younger are willing to set up a payment plan through RCS.
Collections Needs a Channel That Reduces Anxiety, Not Increases It
Consumers dealing with debt often avoid communication because it feels stressful or accusatory. RCS transforms that dynamic:
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- Messages come from a verified sender, reducing fear of scams.
- Past-due reminders are clear and visually branded.
- Payment plan options can be displayed as buttons or carousels that feel less overwhelming.
Younger Borrowers Are Demanding a Text-First Collections Experience
Borrowers 18–44 are carrying the most debt, and the data shows they are the most responsive to RCS for collections:
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- Nearly 1 in 3 Gen Z borrowers have a debt in collections.
- Nearly 4 in 10 Millennials are in the same situation.
- These generations also show the highest increase in trust with RCS messaging (82–84% more comfortable with RCS than standard messaging).
This means the customers most in need of outreach are the same customers most willing to respond, if the channel is right.
In fact, 75% of Gen X and younger say they would set up a payment plan directly through RCS if they option were available to them. For collectors, this creates a rare alignment: the borrowers who are hardest to reach through traditional channels are the ones most ready to engage when the experience is delivered through RCS.
RCS Increases Recovery While Reducing Operational Burden
RCS brings together everything collectors need to reduce friction and improve recovery rates:
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- Verified sender identity that builds trust
- Payment reminders that 59% of consumers actively want
- One-tap payment actions that eliminate friction
- In-thread payment scheduling, which 54% of consumers are willing to use
- Instant payoff quotes
- Debt payoff calculators that 61% of consumers would opt into
This is a fundamentally different experience from traditional collections workflows. Instead of forcing borrowers into channels they avoid, RCS delivers repayment options in the place where consumers already communicate, make decisions, and feel in control.
And when the experience shifts from stressful to simple, the outcomes shift too; fewer inbound calls, reduced operational burden, faster resolutions, and
RCS isn’t just a better channel for collections; it transforms collections from a chase into a conversation (one that consumers are finally willing to have).
