The Collection Call

Pre-Call Planning:

  • Preparation is imperative for the successful collection call
  • Pre-call planning is really just a series of questions the collector answers about the account
  • Good preparation means never being caught off guard and having to say, “I don’t know” in response to a question

Opening Statement:

  • The opening statement conveys the “first impression”, so collectors need to make “second nature”
  • The collector should always greet the person by name, identify him or herself by name and company, and clearly state the purpose of the call
  • After making the opening statement, the collector should pause briefly and allow the other person to volunteer information

Asking Questions with Precision:

  • The goal in asking questions is to obtain a complete and accurate understanding of the customer’s financial situation, and then a workable payment arrangement that will resolve the account

 

 

Blog by Dan Tocchet
Canada Legal Referral   www.canlegal.net