Tips for winning on the telephone
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Tips for winning on the telephone

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Key tips from IC System on how to have more success during debt collection calls!

Key tips from IC System on how to have more success during debt collection calls!

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  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency? <br /> Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts. <br />
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency? <br /> Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts. <br />
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency? <br /> Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts. <br />
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency? <br /> Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts. <br />
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency? <br /> Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts. <br />
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency? <br /> Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts. <br />

Tips for winning on the telephone Presentation Transcript

  • 1. Tips for Winning on the Telephone in Debt Collection Receivables Management Solutions Since 1938
  • 2. To win on the telephone it is essential that you are prepared, as many debtors can be very slick talkers. Why? Consider that the debtor who owes you, probably owes others as well. And if you are calling, other creditors are also calling…and possibly have been for months.
  • 3. Tip #1: Prepare for the Call • Pre-call planning consists of changing your attitude and following four steps before each call • Change your attitude: your debtor received a service and is better for it. As the provider, you deserve to be paid. Remember, the debtor has already had many chances to pay; at time of service, at first invoice, at reminder notices, etc.
  • 4. Four Steps to Prepare for Your Call 1. Gather facts – Know exactly how much is owed, for what, and for how long. Stating facts, dates, and exact numbers establishes credibility and intimidates debtors 2. Review history – Has the debtor owed you before? What were their objections? Have precedents been set by previous deals? A thorough review helps you uncover problems or opportunities in holding debtors to their promises
  • 5. Four Steps to Prepare for Your Call (cont.) 3. Decide in Advance – Are you willing to accept less than full payment? How much less, and under what conditions? Experienced debtors try to make deals. Any hesitation can weaken your position and put the debtor in control 4. Put time on your side – The best chance to catch a debtor at home is 4:00 to 8:00pm., Sunday through Friday, and 8:00 to 10:00am on Saturday. Before calling a debtor, make sure you fully understand state regulations regarding allowable calling times
  • 6. Tip #2: Developing Your Phone Skills – 7 Key Steps 1. Confirm that you are speaking to the correct person at the correct address. If anyone else answers, do not share the purpose of the call, and ask to speak to the proper person 2. Identify yourself to the debtor by giving your name, title, and the name of your business 3. Ask for a payment in full! Example: “Mr. Debtor, your account with us is seriously overdue. Will you mail your $500 check today, or will you drive by our office with your check today?”
  • 7. For a complete list of tips on how to WIN on the phone during a collections call, please follow this link! How to Win on the Telephone: From IC System
  • 8. Legal Disclaimer No Attorney-Client Relationship Created through this Presentation: Neither your receipt of information from this presentation, nor your retention of I.C. System, Inc., or its legal counsel creates an attorney-client relationship between you and I.C. System. No Legal Advice Intended: This presentation includes information about legal issues and legal developments. Such materials are for informational purposes only and may not reflect the most current legal developments. These informational materials are not intended, and should not be taken, as legal advice on any particular set of facts or circumstances. You should contact an attorney for advice on specific legal problems. © 2014 I.C. System, Inc. All Rights Reserved.