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Debt Collection Calls
MAKING QUALITY COLLECTION CALLS
Making collection calls is a skill you develop from actually making the calls, reading all you can on how to do it, and listening to others who do it. You have to be able to anticipate what the customer is going to say and be ready for anything, and you must remain in control of the call. For your collection call to be a success it must always result in agreement as to what is to be done.
Use voice mail or answering machines if available. Leave detailed and complete messages, speak slowly, and always tell the customer what you want them to do. An example of a call to action could include returning your phone call by a certain time or date. Don’t leave an open-ended message without any information or call to action.
From a business owner or employee standpoint, a collection call is “just one more damn thing” they have to do on a long list of things to do. Here are a few tips that will help you get your collection calls done quickly and efficiently.
- Schedule a regular time or day each week to make collection calls.
- Have all account information on hand.
- Leave messages, but do not reveal that the call is about an unpaid bill.
- Get the debtor to acknowledge the debt by asking if there was a question about the charge.
- Offer to take a credit card over the phone for payment.
- Ask when they will pay – and wait for an answer.
- Let them know you are documenting whatever commitment they make about a payment on their account.
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