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Debt Collection Call Script

Learn How to Make Better Collection Calls

Struggling with in-house collection efforts? You’re not alone. Business owners across the US find it more than a little challenging to get slow to pay and non-paying clients to honor the terms of their purchases. That’s one reason why collection agencies and attorneys do such a booming business.

There is good news, though! When it comes to collecting, you have a powerful tool at your disposal that outperforms collection agencies and even attorneys – collection calls. 

Of course, if it was that simple, everyone would have excellent in-house collection rates. The secret is learning how to make collection calls that actually get your debtor’s attention and let you collect more money, more quickly than ever before. 

Effective debt collection scripts empower your team to recover more of your hard-earned cash, and with the proven collection negotiation techniques we can teach you, you’ll never need to outsource your collection activities to a third party unless you want to.

But how do you make a collection call and do so effectively? How do you avoid falling victim to the most common debtor excuses? We’ll teach you how to make a collection call with our sample of an initial collection call script, as well as important tips, tricks, and strategies to maximize your results.

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PRE-CALL BASICS 

  1. Be prepared. Before calling, have all account information at your fingertips: invoice number, date, amount, their PO#, and the date the goods or services were provided. 
  2. Be calm and confident. Don’t be arrogant, hostile, or emotional.
  3. Listen carefully. Learn to distinguish between excuses and legitimate reasons for payment delays. 
  4. Be flexible. Negotiate. If the debtor can’t send the full amount, insist on a partial payment, or set up a payment plan. 

CALL BASICS 

  1. Introduce yourself, including your name and business.
  2. Ask for the right person. (Owner, accounts payable dept, etc.)
  3. Inquiry – state the purpose of the call. 
    1. I have an accounts payable matter or question.
    2. I’d like to coordinate our records with you.
    3. When can we expect payment for our (date) invoice?
Their Response Your Response
Payment Promise Nail Down the Promise
Stall Tactics Sell or Waive Finance Charges
Cash Flow Issues Sell Payment Plan
Dispute Document, Investigate, Follow-Up

Tips to Empower Your Negotiations

– Be quick to listen and slow to talk.
– Let the other side mention the first number.
– Don’t accept the first offer.
– First, ask WHEN and HOW it will be paid, THEN determine the dollars. 
– Ask for more than you expect. 

NAIL DOWN THE PROMISE 

If the customer promises payment, nail that down with these three steps:

  1. Determine the receipt date. Figure out when the check should arrive in your office based on their stated send date (i.e., – the 15th). 
  2. Script: “I’ll go ahead and pencil that in for the (15th). If I don’t receive it by then, I’ll give you a call on the 16th (or next business day).” You just doubled your chances of getting paid as promised. 
  3. Follow-up. Post your A/R software to contact this customer on the next workday after the expected receipt date, if not received. 

Sample of an Initial Collection Call Script

Using the tips and steps above, you should be well-prepared to make a successful collection call. We’ve also included effective debt collection scripts and rebuttals below to simplify the process for you. This is a list of common debtor excuses, and how you can respond effectively.

DEBTOR – I never got your invoice. 

COLLECTOR – What is your current address? (If the address they give is different from the one you have, take down the new address and respond) – I’ll have it sent right out to your new address. Are you going to handle payment by check or credit card?” (If the address is the same, respond with) – That’s the address we used. I’ll send another invoice today. Do you plan to take care of it when you receive it? (Your responses are closing off debtor escape routes) 

DEBTOR – I have other invoices to pay. 

COLLECTOR – This is one of your invoices and must be paid in full today. What we need to do is discuss how you plan to do this. 

DEBTOR – We can pay you when our customers pay us. 

COLLECTOR – I don’t mind carrying this invoice for you as long as we can cover our costs. We pay interest to finance our receivables through our revolving line of credit, so we need to pass through this incurred cost. I’m sure you can understand this. Mr. Debtor, when can we expect payment of $_______? (Make sure to give your total of the invoice amount plus interest. You must have it pre-calculated before making the call.) 

DEBTOR – I need an extension on this. 

COLLECTOR – If you need a little more time to pay this, maybe we can work out a payment plan. If you can send me half right away (or a third, etc.), we can stretch the balance out over ___ months with $___ payments every ___ (month, two weeks, etc.). 

DEBTOR – I’ll send you something on this soon. 

COLLECTOR – I appreciate that, and what I need to know is exactly what you plan to send and when. (Then nail down the promise as discussed earlier.)