Telephone Collection Call Scripts and How to Respond to Excuses

Develop skills necessary to effectively navigate through a collection call while remaining professional and compliant.

Asking for payment on a past-due balance is the easy part. The difficulty arises when the consumer does not readily agree to pay. Most consumers want to pay, but they are not sure how to get out of the situation they now find themselves in. Consumers become overwhelmed by circumstances and will shut down when they cannot see a solution for something that, in most cases, is out of their control. Debt collectors wear many hats, the most important of which is a problem solver. How we listen and respond to excuses can make the difference between effectively collecting payment and not. Knowledge is power, and this topic will help collectors and their managers develop the skills necessary to identify the excuses and how to overcome them. Understanding call scripts and how and when to adjust will help avoid unnecessary complaints and maintain positive cash flow for your business. You will take away responses to the more common excuses you hear daily and how to effectively handle even the most difficult of calls.