Staying in control of the collection call. Much harder than you may think. If you have already made some collection calls, you know it is hard.
What do you do when the person is going on and on about their broken down car, lack of a job, sick children etc?
The one thing you must remember: The purpose of a collection call is to collect your money.
You need to communicate in a way that encourages your customer to pay you and be happy about it. You want to do this as quickly and efficiently as possible while getting the desired result. When you make collection calls stay in charge of the call or you can be on the phone for 20 minutes.
Once you have the customer on the phone, identify yourself and your company and state the purpose of your call. If the customer tells you they cannot pay anything, lesten to them and then explain that you understand that they cannot pay the entire balance but that you do need a payment. Start at 80% of what is due and go down from there.
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