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Telephone Collection Call Scripts and How to Respond to Excuses

Collection call scripts and pre-planning - be prepared for any excuse and situation to ensure that you're not caught.

Debt collectors hear it all. It doesn't matter what type of debt is being collected, or good intentions of people who want to pay off their debt, the stalls are plentiful. Sometimes they are simply excuses, sometimes they are reasons, but it's difficult to distinguish the two. The collection industry is highly regulated and change is always on the horizon. There are attorneys just waiting for collectors to make the slightest, innocent error on a communication to file legal action for noncompliance. The more a collector knows how to properly handle stalls and excuses professionally and appropriately, the more resolution without complaint, the more dollars collected and the least amount of lawsuits are filed. This topic will help your leaders as well as your collectors, develop strong tools and best practices that will help to avoid the pitfalls of trying to collect delinquent debt. Leave with examples of best practices as well as scripts to help each collector when the conversation gets tough. Every agency needs leaders, at every level, who are knowledgeable enough to know how to handle a tough call, and how to respond to excuses while remaining compliant.

Runtime: 63 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

You Are the Expert

  • Control Yourself
  • Recognize Personalities
  • Be Prepared

The Collection Call

  • Incoming and Outgoing
  • Ask for Payment and Information
  • Steps to Successful Communication
  • FDCPA Tips

Stalls and Excuses

  • Common Issues
  • Intentional and Unintentional Excuses and Stalls
  • Script Responses

Tips for Specific Types of Debt

  • Medical
  • Banks - Loans, Credit Card
  • Student Loan
  • Utilities
  • Legal Action Against Consumers
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on September 25, 2018.

Call 1-866-352-9540 for further credit information.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Irene Hoheusle, IFCCE, CCCO

Irene Hoheusle, IFCCE, CCCO

Account Recovery Specialists Inc

  • In the debt collection industry 21 years, vice president specializing in collection education, compliance and running collection departments in multiple locations
  • Published in multiple national collector magazines including ACA Collector and Pulse magazine among others
  • Created and presented hundreds of face to face seminars, online webinars and teleseminars
  • National Certified Instructor with the American Collectors Association International
  • Recipient of the national Charles F. Lindermann Certified Instructor of the Year award as well as the Fred Kirschner Instructor Achievement award
  • Holds the office of president of the Kansas Collectors Association
  • Recognized by the International Fellowship of Certified Collection Executives
  • Holds designations as a Professional Collection Specialists, Trainer Specialist, Collection Industry Professional and Professional Collections Manager, Healthcare Collection Manager, Credit and Collections Compliance Officer
  • Member of the American Collectors Association International, the Kansas Collectors Association, Kansas Emergency Medical Systems Association
  • Can be contacted at [email protected]
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Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 404073
Published 2018
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