When you make collection calls, do you know how you sound? Try recording yourself and listen. Everyone sounds different than they think they do and by taping yourself and listening you can better see what you need to work on to have a more effective telephone voice.
When you make collection calls you need to refine your listening skills as well. When you call a past due customer, and you state the reason for your call or ask a questions, wait for them to answer. No matter how long the pause is, let them break the silence.
This can be hard to do at first but once you master this, you will see how effective it is. The uncomfortable silence is more uncomfortable for them, so just keep your mouth shut and wait. You will be glad you did.
The customer feels just as uncomfortable about the silence and will start telling you all kinds of information and hopefully that information is that he is going to make a payment.
Good luck and remember: Silence is GOLDen.
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