The Single Point of Contact (SPoC) directive, or the continuity of contact mandate under the CFPB’s mortgage servicing rules, requires servicers to establish communication with delinquent borrowers by specified times. How are servicers implementing and complying with SPoC? Barry Hays discusses the importance of an audit trail when dealing with SPoC and how the industry can benefit from the regulation in “The Trouble with SPOC” featured in the March issue of Servicing Management.