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Product ID: 404073
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Telephone Collection Call Scripts and How to Respond to Excuses

Live Webinar
September 25, 2018
1:00 pm ET (12 pm CT, 11 am MT, 10 am PT)
1 hour
Live Webinar$219Register Now
Can't Attend?   Audio & Reference Manual$219Add to Cart

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.

Learning Objectives

  • You will be able to identify when a consumer is stalling or actually giving reason why they cannot pay the debt and determine your next step.
  • You will be able to recognize the type of personality you are dealing with and change your talk off to better relate with the consumer and resolve more accounts.
  • You will be able to discuss reasonable options with the consumer to resolve the debt hitting key points to help deflate stalls and excuses while remaining calm and in control of the conversation.
  • You will be able to explain how to avoid compliance issues that may cause the call to become escalated which could mean costly law suits for your agency.


Live Webinar$219Register Now
Can't Attend?   Audio & Reference Manual$219Add to Cart