Credit Policy for businesses and how to extend credit and manage credit risk

Any suggestions? Just got hired at a collection call center. I had prior customer service experience but no collections. Our training was a week with the instructor having maritial problems and so much for training. I am at a loss. I have the book Past Due to help me out, My biggest problem is getting these people to call back.
They are not dim witted, why call back if they don't want to pay the bill?
What I need is a good talk off, the forbidden word and phrases I cannot reveal to them who I am or offer anything that has to do with credit, lawsuits wage garnishment or anything.

Help

The way you use the phone to deal with the past due customers is very important. You will want to learn the FDCPA and as much about collecting that you can. There are more and more training tools available now, books, flip charts, workbooks and articles. I have alot of free tips and information on this blog and also on my websites. Please email me anytime with any questions, I will be happy to help you! Collecting is a hard job!

please send some effective talk off negotiation skills for a 3rd party bank card collection .

please send me some effective talk off negotiation skills for a 3rd party debt collection agency (bank card)..

For some effective telephone collection tips, excuses and responses, check out the flip charts at http://www.trpaulsen.com/excuses.html or on my website http://www.michelledunn.com/store/store.html