Telephone Collection Call Scripts
& How to respond to excuses
By Michelle Dunn
www.MichelleDunn.com
www.Credit-and-Collections.com
Before you make a collection call
• Research the account history
• Know who signed the contract, credit
application and/or orders
• Come up with two solutions
Your pre-call plan
• What two solutions can you offer based on
the history of this account?
• Who will you talk to?
• What actions are you prepared to take?
Opening remarks
• Always know what you are going to say before
you dial
• “Hi, this is Michelle Dunn calling from MAD
Collection Agency for North-end Veterinary
hospital about your balance of $450.”
*pause*
• I am calling to find out if you can pay this
today over the phone with a credit card?
*wait*
The meat of your call
• This is where experience comes in. The meat
or body of your call is when you must
determine your approach/ solution/ response
based upon the customers response.
• Listen.
• Stay in control of the call
Closing the call
• Repeat and confirm the payment agreement
• Hang up.
• Send a confirmation letter outlining the
payment agreement – be very detailed.
Follow up
• The most important part of a collection call is
the follow up. If you don’t follow up, or plan
to follow up, don’t make collection calls.
• Follow up vs. babysitting
• Be firm, hold people accountable.
Dealing with excuses
• To deal with excuses, you need to be familiar
with some excuses.
• Experience with common excuses will help
you have a reply ready when you are hit with
one.
• Accountability.
Collection call scripts
• Should you use scripts
• Handling objections
• Common sense
• Staying in control of the call
What to avoid
• Not being prepared
• Avoid being to easy or lenient, be firm
• Avoid having payment mailed, get a payment
over the phone
• Getting emotional
• Multi-tasking – stay focused on the prize!
Stop accepting excuses and Get Paid
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