Keys to a Successful Collections Call

For the debt collector, what happens on a call can mean the difference between getting fired and a successful career. Debt collectors, as you probably already know, are under a lot of pressure to get a client talking and to ultimately get a payment or a partial payment out of him or her. In some cases, collectors can even be fired or get a pay cut for not having as many successful collections as usual, which is quite scary when your livelihood depends upon it.   

If you are a debt collector, however, you can (hopefully!) breathe easier with our simple tips. And, the most important of those tips is to understand that your ability to either increase or decrease the likelihood of a payment happening on your call all depends on how you approach the call from the very beginning.

To start with, you should always begin the call in a friendly, conversational manner. Yes, some debt collectors find success with being aggressive and demanding from the get-go, but if that’s not your style, just try being friendly and personable from the start. Instead of diving into the collection matter at hand, why not ask the consumer about his or her day and try being friendly? You’d be surprised at just how much this tactic puts the consumer at ease and makes him or her more likely to make a payment.

Take the time, of course, to go through protocol and make sure you are speaking with the correct person, but do your best to make this seem like a mere technicality or, even better yet, an even, natural part of the conversation. This does take some skill, but maintaining an easy and relaxed vibe can go a long way in getting the consumer to make a payment.

Furthermore, do everything within your power to make the consumer feel safe and comfortable. The more comfortable he or she is, the more likely it is that the consumer will divulge information that will help you to eventually collect on the account.

Of course, in all that you do and everything that you say and no matter how “nice” you are, always keep state and/or federal regulations in mind. As long as you follow all of the legal rules and our tips as well, there is no reason that you can’t have a long and successful career as a debt collector and that all, or at least the vast majority of, your collections calls can’t be successful.

Being a Collection Agent

Being a collection agent is tough. This is a fact you undoubtedly already know, probably all too well. There’s a good chance that, when you call a client, you follow a long and very precise script. However, recent research, research which considers collections related laws, has found that going through all of the motions isn’t always necessary or even beneficial. Instead, you really only need to focus on gathering certain, specific pieces of information about each account, and, in general, as long as you have those, you’re in the clear.   

Of course, before you can even begin to follow these tips, you have to check with your supervisor to make sure he or she agrees with your methods. More standardized, old fashioned collectors might not agree with what the more recent research shows, but if you have a supervisor who is willing to “grow with the times,” you might just be okay, or at least able to convince him that the newer moves are the best moves.

And, when we speak of “new moves,” it’s really not like they are anything sinister or outrageous. Instead, you’re simply encouraged to review all information and records you have on the client. The more you know about the person you are attempting to collect from, the better you can work with him or her and the more sympathetic and understanding you can appear to be.

Of course, in all of your “sympathy and understanding,” never, ever forget state laws! Each state has very specific laws in place as to how you can deal with and speak to debtors, when you can call, and what your conversations must consist of. Use what you know about each client to give you a “leg up,” but always keep those basic rules first and foremost in your mind.

The bottom line is that, as a debt collector, you should access and use every helpful piece of information at your disposal to garner information about the debtor, and, from there, you should use what you know to get on the “good side” of the debtor and to get him or her to make a payment. However, in all that you do, you should keep the rules and regulations in mind and put those first. If you can follow these tips, then there is an excellent chance that you’ll have a higher success rate with your debt collection efforts.

Debt Collection, Callbacks, and Voicemail: The Rules Clarified

As you probably already know, debt collectors have to follow very strict rules and protocol when it comes to collecting on debts. In fact, back in July, the New York City Department of Consumer Affairs added clarification to some very specific rules related to the debt collection process and how it must be handled.   

This issuance came in response to some direct questions related to how long a debt collection agency had to answer a phone call from a consumer with a human answerer and on whether or not customers could be asked to leave a voice message.

The answer to the first question is only two minutes or 120 seconds; when debt collection agencies are contacted, a real, live person, not a recording must answer the phone within that timeframe, and, as for the second part, consumers may not be asked to leave a message in lieu of speaking with a real person.

The New York City Department of Consumer affairs also took the time to add further clarification to some similar issues. This included the fact that all debt collection agencies must offer a call back number that will be answered by a real person, or, in the case of call re-routing, that all calls be routed, within the proper timeframe, to a real person.

As you can see, the rules and laws surrounding debt collection are strict! Make sure your business is following all of them to avoid litigation and other trouble in the future.  #DebtCollections #Kinum

Related articles

• Why You Should Work with a Debt Collection Agency (kinumcollects.blogspot.com)