Talk-offs make shorter collection phone calls
The standard time length for a collection telephone call is one minute. Does this mean that all calls must be completed in one minute? No.
Where the Collector feels a solid payment arrangement is in the making, of course s/he will "hang in" and spend extra time. But, when working to a one-minute standard... the Collector will mostly not exceed that time.
The debtor will make excuses. And the debtor will try to steer the discussion into any area other than the payment arrangement... and that's the only matter the Collector wants to discuss.
When the discussion moves away from the payment arrangement, tell your Collectors to move in with the "Talk-Off." The Talk-Off will get that discussion right smack back to the payment arrangement.
And how simple this is. For example, one Talk-Off would be: "We understand your position, Mr. Smith... and we have covered that before. Our job now is to work out payment of your balance."
Or: "These things happen to people, Mr. Smith... we understand that. And our job now is to work out payment of your balance."
Tell your Collectors to develop six or eight of their own Talk-Offs... and to review them with you. They'll use what they invent, not what you give them.
Shorter telephone discussions... more debtor contacts... improved cash flow.
