1. Six Tips for Making Collection Calls that Get Results
Let me guess. Making collection calls is not the highlight of your day. For most people, picking up the
phone to call a customer and ask them for money isn’t at the top of their to-do list. In fact, in most
over worked and under staffed credit departments, collection calls are placed dead last or fall off the
list altogether.
Why? Reasons vary. But basically the problem is that making collection calls takes most people out of
their comfort zone. They don’t feel confident with the process and, as a result, fear embarrassment
or failure.
If collection is part of your job responsibilities, here’s some good news. You can become more
comfortable and more successful by following a few tips from the collection pros on our staff.
#1 Always Be Prepared – Generally and Specifically
You can never be over prepared when you call a customer who's late in his payments.
Before making your next collection call, take some time to compile a list of common debtor excuses,
matching them with effective rebuttals. Write them down on file cards or include them in your
computer scripting. Group them by category and keep them handy. Exchange ideas with others in
your department. Then you won't be at a loss for words if the customer tries to give you the run-
around.
Here are some examples from our collection experts to get you started:
Customer: The check is in the mail.
Collector: Great! May I have the check number, amount and date it was mailed so I can ensure it is
posted correctly?
Customer: I have a cash flow problem right now.
Collector: I understand that times are difficult. Can I set you up on a payment plan, or can you make
at least a partial payment today?
Customer: I don't have a copy of the invoice.
Collector: I'll fax/ email the invoice over right now. Will you be mailing the check today?
Before you pick up the phone, make sure you have all the specifics of the debt you’re calling about.
You should have at your fingertips:
 exact amount owed
 terms of sale
 products/services purchased

2.  payment due date
 other open invoices, even those not yet past due
It also helps if you know the customer's payment record with your company. Do they usually pay on
time? Are payments getting slower and slower?
#2 Think Positively
Your mental state has a strong impact both on how you handle the debtor and how they respond to
you. Treat each call as if it was your first call of a very good day. Put a smile on your face. If you were
irritated on the previous call, take a few minutes to calm yourself and start afresh. The debtor will
respond to your tone. Your upbeat mood will be contagious.
#3 Speak Professionally and Authoritatively
Most of us take our speaking voices for granted. But the tone, pitch, inflection and even the speed at
which you talk can have a powerful influence on your listener. Think about typical news anchors or
radio commentators. They have voices that command attention. With a little effort, you can develop
one too.
Try speaking into a tape recorder and then listen to yourself.
Hints:
 don't chew gum or drink when you're on the phone
 speak a bit slower and enunciate
 use a lower pitched voice
 pause more often
 make sure you pronounce the ending consonants of words and don't slur
 again, S-m-i-l-e
#4 Take Control and Don't Let Go
You can manage the call in such a way that you control the debtor's response. Some tricks of the
trade:
Address the debtor by name throughout the conversation. This shows respect on your part and
commands their attention.
Make the debtor right, even when they are wrong. You may not agree with what they’re saying, but
you can still validate it. After an objection or excuse, say, "I can understand why you feel that way."
Or, "I can certainly see how something like that might happen." Validating what the debtor has to say

3. maintains open lines of communication. Understanding their point of view, even as you share yours,
will disarm the debtor's defensiveness.
Ask open-ended questions. Try to get the debtor to give you as much information as possible. For
instance, bank information is critical, yet many debtors may not want to share it. Instead of coming
straight out and asking, "Where is your account?" Try "Will you be sending a check or a money
order?" He will usually say "a check." You respond, "That's fine. So we don't miss it, what bank will it
be drawn on?"
Listen carefully and take notes. You will get clues to whether the debtor is serious about paying.
You'll also have ammunition for your next call on the account and will be ready to counter any
excuses that may have been tried in the past.
Use silence. Count slowly to five before responding to a debtor statement, and wait several seconds
after asking a question. Leaving blank spaces in the conversation compels the debtor to fill them in.
Stay focused. Some debtors will try to get you off track by complaining about service, or somehow
shifting the blame for their delinquency to you. Be polite, even validate their opinion. But always
bring them right back to the point of your call -- getting paid the money rightfully due your company.
Don't let the debtor manipulate you. A screaming debtor could be using anger as a ploy to get you
upset and end the conversation. At the very least, you're not going to get anywhere with someone
that’s angry.
If a debtor starts yelling or using abusive language, stay calm. Try reminding them that you cannot
help resolve the situation if they are yelling.
If that doesn't work, say something like, "This obviously isn't a good time for you. When can I call you
back?"
Or you could try a tactic one of ABC-Amega's collectors employs. Say, "Could you hang on a moment?
I can't understand what you're saying." Put the phone down for several seconds, then pick it up again
stating, "I'm back." That few seconds of silence will often calm the debtor down and you can get on
with the discussion more reasonably.
#5 Nail Things Down
A call that doesn't result in a commitment from the debtor is a wasted call. If you can't get them to
commit to payment in full, get a promise of something -- a partial payment or a call back with a
payment date. Make sure you control the timing. Don't ask, "When can you get back to me on this?"
Rather, ask "Will you be calling me by Wednesday?"
Don't hang up the phone without summarizing the results of the call: their commitment; your
expectations; and, the consequences if your expectations are not met. Emphasize the urgency of the
matter. It's easy for the customer to forget your call as soon as he puts down the receiver, especially
if they don't think you were really concerned about the outcome.

4. Stress the importance that the debtor call you back on the date they promise payment -- to let you
know the check has been sent. If they fail to call, the payment likely didn't happen. You won't waste
time waiting for a check that was never mailed.
And finally, if the debtor doesn't follow through on their commitment, make sure you follow through
on the consequences. If you don't, they will never take you seriously.
#6 Learn to be Flexible
Following the above advice will help improve the effectiveness of your collection calls – but there is
no magic bullet in debt collection. Every debtor is different. What works really well with one, may get
you nowhere with another. Listen carefully to the debtor and you will pick up clues to the best way
to handle each situation.