SCRIPTS FOR DEBTOR CALLS

Handling PROFIT RECOVERY Debtor Calls
While most of the responses our clients receive during PROFIT RECOVERY written demands are payments, there are also inbound calls received. If these calls are handled properly,they will result in a substantial increase in total dollars collected as well as an increase in goodwill.
DEBTOR:
I'm calling to find out why my account was assigned to a collection agency.
Your Response:
"Mr./Mrs. ______, we use a computerized system in this office and if we don't hear from a debtor or receive payment in _____ days, the system automatically transfers the account to Transworld. I had no idea your account was sent to collections. But, since I have you on the phone what can we do to work this out?
DEBTOR:
"This account has been paid and I am still receiving letters."
Your Response:
"We have posted the payment and you have my permission to disregard any further demands as they may just cross in the mail. My name is______."
DEBTOR:
"I'm concerned about my credit rating."
Your response:
I understand and at this time this has not affected your credit rating. Your response and taking care of your obligation during this window of time will prevent any report being made to the Credit Bureau. You need to resolve this matter so no further action will be taken on your account"
DEBTOR:
"I will be sending payment to bring my account current (or negotiates payment plan)."
Your Response:
"I have authority to cancel the account if I have two things in place:
#1) Payment in hand and #2) the exact dates when I will be receiving the balance"
(Note: If you are working out payment arrangements, convert to a time frame and divide bimonthly or by pay days.)
If the debtor agrees to make prompt payment, then be sure to Suspend our service as soon as you have received the check. (Do Not Suspend on a Promise.... Make Sure You Have Received The Payment!) (You have the ability to reactivate a suspended account for 50 days. Try your best to get the balance paid in full over that 2 month period)
MakingPayment Arrangements During Profit Recovery
This is your in-house toolto use during Profit Recovery written demands. These are good to use with any request for payment arrangements as well, and even front desk staff should be trained on these techniques.
NO arrangementsshould be made when someone is in regular collections (Verbal Demands)! Refer them back to us at 888-446-4733 if they say they don't have a specific person'sphone number.
When speaking with someone about making payment on their account, it is important to keep control of the conversation at all times whether over the phone or in person. ASKING FOR MONEY IN THE BEST MANNER IS A THREE STEP PROCESS:
1) Sympathize: (show compassion) "I know how you feel, that happens sometimes." (This will defuse any possible anger and catch them off guard)
2) Remind them of their obligation: "Mrs. Smith your account was supposed to be paid on ______date. (This can possibly cause a little guilt on their behalf and have them realize you are right in asking for the money.)
3) Ask them:
"Mrs. Smith will you be in today or tomorrow?"
"Mrs. Smith will you be paying with cash, check, or credit?"
"Mrs. Smith of the $200 that is now due how much are you short?"
a) If they say they are short half, "Okay Mrs. Smith, lets do this, I'll need the $100 you have now. I'll mark it on my calendar that your check/money order should be here ______. Now, how much time do you think you'll need to take care of the balance? Do you get paid weekly or bi-weekly?
b) If they say they are short the whole amount, maintain control of the conversation and you now dictate payment terms.
HOW NOT TO ASK....Here are the top three answers I hear when asking for money, and they says they can't pay the bill in full. However these answers are not how you will want to respond.
1) How much can you pay?
2) When can you pay?
3) Can you pay something?
NOTE: This gives control of the conversation to them, which enables them to give you ridiculous answers such as "$5.00 per month"
Instead tell them what you are willing to accept in the form of two options i.e. "I can either settle your account for _____ dollars in the next 30 days or you can start making payments of _____ dollars per month for 3 months." By offering 2 options, you are asking them to choose one, not askingthem to choose between paying and not paying. At this point they may make a counter offer. This is good since you are now negotiating payment.

SCRIPT FOR CALLS FROM DEBTORS IN CONTINGENCY COLLECTIONS

Once an account is in regular COLLECTIONS, by law,you cannot discuss their account with them. You can not make payment arrangements with them. You can not settle for less than the full balance. You can not cancel the debt. Always refer them back to Transworld.


"Your account is legally out of our hands, you'll have to call the collection agency. If you can't locate the phone # they gave you, you can call 888-446-4733 and they will redirect you if necessary."

Onour website under the Collections tab, under View/Update Accounts you can click "update" and add a note so the collector working the account knows that they have contacted you regarding their debt. This knowledge will greatly assist in the collection efforts.
Prepare yourself: It is a given that some people will turn back to their creditors in an attempt to hinder collections activity just as a child seeks the other parent when oneparent says 'no' to them. Promises of payment, claims of harassment, and denial of contact are typical among the assorted reasons offered by delinquentaccounts who wish to sidestep their payment responsibility.


It is to your benefit as a Collections client to refer everyone back to Transworld during this collection phase. Understanding beforehand that these calls are to be expected will help you prepare mentally for the excuses. The goal of every collection contact is payment in full by making your account the top priority in the respective person's mind. Remember, they have received several of your in-house statements, and between 5 and 10 contacts from you and us prior to this point, and have had many opportunities to deal with you directly to either make payment in full or make payment arrangements. Had they resolved their debt with you sooner, they would not be getting collection calls, so they brought it upon themselves.

Here are some of the more common claims and payment stalls made by collections debtors:

They may say that the collector was rude, used profanity, called all hours of the day, etc.

This is a tactic to get you ask us to cancel their account. Collectors are firm in asking for payment and they doesn't want to be told they have to pay, so they say the collector is rude. There is no profanity being used or calls being made beyond the time frame allowed by law and people who accuse collectors of cursing are usually the ones who cursed at the collectors themselves!What is to be gained for you if a collector used such tactics? Nothing. The federal law (FDCPA - Fair Debt Collection Practices Act) is very strict regarding the language and the wording of collection demands in both written and telephone contact. Our collectors are highly trained professionals and skilled in the various aspects of interpersonal communication. They are given compliance tests every 6 months which they are required to pass to keep their jobs. We also have a law firm that calls in, pretending to be a debtor and makes sure that collectors don't violate compliance laws. They are goal-oriented, college graduates who are each under the constant supervision of their branch manager or assistant branch manager. All call center collection floors are open - no cubicles or partitions - so that all collectors' procedures can be observed, heard and monitored.

You can always tell a debtor that they have the right to call back and ask to speak with a manager or supervisor instead of the collector who called them and that's the best way to avoid getting into a long discussion about their account.

They want to make payment arrangements with you or send you a partial payment

By law, you are obligated to refer all debtor contacts back to Transworld.When a debtor has ignored all your previous contacts and our demands and now says they want to make payment arrangements with you, it is often a stall tactic to curb future collection calls. Additionally, a professional collector will be able to obtain much more favorable terms on a payment plan than you would. Lastly, if you let them believe they can make payments to you, the collector's impact will be greatly diluted and the person will refuse calls from the collector and insist he's dealing with you directly. Arrangements you would make with someone at this point, will rarely work out and you'd still have to pay a commission on any money received, so why would you want the burden of dealing with that person again who never kept promises in the past?


Immediately notify Transworld of any payments made directly to you so that their balance can be updated. This can be done online under the Collection tab, and “view/update”.Also, make a copy of their check because the banking information is useful. If the check hasn't been sent yet, instruct the person to mail it to Transworld so if it bounces, we have to deal with it instead of you. If you receive a check, you can mail it to us without even endorsing it and we will apply it to their account. Put the person’s WIN# on the check (next to their name under the “view/update” sceen). The address to mail those checks is: Transworld Systems, Inc, Attn Collection Division Payment Processing,PO Box 15520, Wilmington, DE 19850.

They deny any contact with a Transworld collector

Do not fall for such a claim when someone calls you, out of the blue and as if out of good faith, looking to settle their debt. Remember, unless directly assigned to collections, they have already received and ignored five contacts from Transworld in Profit Recovery. By now they have also heard from a collection specialist by phone. They now knows the strength of your payment pursuit, and is looking to settle. Again, refer all debtors in collection back to Transworld.

They says that Transworld would not accept a payment arrangement

A collector's goal is always payment in full and the first time a collector speaks to someone, they will not discuss payment arrangements, they will simply demand payment in full to show them that they are in charge. Very often, people who said they didn't have all the money somehow come up with it because the collector was very firm in their demand for payment in full within a short time frame. If that doesn't work, then on subsequent calls the collector will set up arrangements to satisfy the debt and will obtain better terms than if they had agreed to a payment plan on the first call (now they're doing the person a favor). Payment plans are typically in the form of postdated check drafts which we obtain over the phone on a recorded phone line so we can cut and deposit the checks on the post dates without the person having to mail them.

They threatens to pull their future business from you

These statements are made as if they are not damaging yourbusiness now by not paying. Why would you even consider doing business with someone who has gone all the way to regular Collections without paying?

We have found that the majority of people are understanding of their creditor's situation and want and do pay their debts, but there are always exceptions. Do not be bullied by threats of lawsuits, malpractice, or discontinued business; yourbusiness is already feeling the sting of their disrespect. Ask yourself, do you want their business if this is their way of doing business? How valuable is this professional relationship?


All Transworld Systems clients are protected from legal claims pertaining to collection activities by a Hold Harmless Agreement. This relieves you from any worry of debtors filing suit regarding collection activity. Many of these claims are merely attempts to cloud the issue and dispute the debt. Transworld Systems is committed to providing all of its clients with the highest quality service.