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