Telephone Collection Call Scripts & How to respond to excuses

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Presentation transcript:

Telephone Collection Call Scripts & How to respond to excuses By Michelle Dunn www.MichelleDunn.com www.Credit-and-Collections.com

Before you make a collection call Research the account history Know who signed the contract, credit application and/or orders Come up with two solutions

Your pre-call plan What two solutions can you offer based on the history of this account? Who will you talk to? What actions are you prepared to take?

Opening remarks Always know what you are going to say before you dial “Hi, this is Michelle Dunn calling from MAD Collection Agency for North-end Veterinary hospital about your balance of $450.” *pause* I am calling to find out if you can pay this today over the phone with a credit card? *wait*

The meat of your call This is where experience comes in. The meat or body of your call is when you must determine your approach/ solution/ response based upon the customers response. Listen. Stay in control of the call

Closing the call Repeat and confirm the payment agreement Hang up. Send a confirmation letter outlining the payment agreement – be very detailed.

Follow up The most important part of a collection call is the follow up. If you don’t follow up, or plan to follow up, don’t make collection calls. Follow up vs. babysitting Be firm, hold people accountable.

Dealing with excuses To deal with excuses, you need to be familiar with some excuses. Experience with common excuses will help you have a reply ready when you are hit with one. Accountability.

Collection call scripts Should you use scripts Handling objections Common sense Staying in control of the call

What to avoid Not being prepared Avoid being to easy or lenient, be firm Avoid having payment mailed, get a payment over the phone Getting emotional Multi-tasking – stay focused on the prize!

Stop accepting excuses and Get Paid Available in bookstores everywhere