Source: freepik.es
The management of the speech by the collection promoters should be focused on making the customer pay their debt, in this sense, one of the things I tell people who attend some of my talks on organizational communication is that depending on the area or department in which the person works, a specific speech should be handled. In the area of sales and promotion the discourse will be marked by seduction, attraction and persuasion to give an example, but in the area of collections a script must be established where different types and strategies of communication are mixed on whose success depends the collection of a debt, payment of an invoice or establishment of a payment agreement. It is not about how many people you call per day it is about how many people pay the debt at the end of the working day.
Source: freepik.es
Here I present a simple script but with the necessary components to develop the work of telework collection promoter:
1.-Identify the client and then make your presentation: Remember the information you are going to give is sensitive, everything that has to do with debts, credits and in short finances should be given only to the person who corresponds to him hence the importance of knowing if it really is the right person. In a very polite way, ask for their company membership number, identification number or any information that the company has given you and that will help you to prove if it is really the right client. Once you know that this is the right person, make your presentation where you must once identified as company personnel give a cordial greeting, remember the purpose is that the person pays in the most friendly way possible.
2.- Inform about the debt and request full payment (when it is a billing or contract due date): At this point, make it clear and point out to the customer the information related to the payment and if it is a debt that requires full payment, request it without much ado, reminding the customer the steps and processes to pay, including the channels to do so.
3. - Listen carefully to what the customer has to say, here use empathy: The customer will give excuses about why he has not paid and will surely ask for payment channels or payment agreements that can be accessed, if the customer no longer has the possibility of establishing a payment agreement always let him know according to what he has heard, use empathy to awaken in him the awareness that he enjoyed a service and that he has been given the corresponding deadlines, that the company is in solidarity with his situation but deserves the payment of the debt. The most important thing is to detect if we are in front of a client who wants to pay or not. At this point you must be prepared to have answers to the most frequent excuses. As we get to know the customers, we can take note of the most frequent excuses for not paying, so that we will already have an answer to each inconvenience expressed by the customer.
4.- Find a solution and achieve a payment commitment: While talking to the client, the collection promoter must check in the system if the client can opt for a payment commitment or if there is a way that the debt can be settled in the shortest possible time with a discount on the interest for the delay as long as the client is made to understand that all this is done under an exception, here we apply persuasion in the way we make the client understand that settling the debt in an amicable way is what everyone needs.
5.- Farewell and record of the interaction: As already mentioned, the purpose of organizing the speech in the collection process is based on the fact of maintaining a coherent communicative thread that allows us to achieve our goal of getting the payment of the debt from the client, it is very important at the end to make a record of our conversation and the agreements reached with the client in order to evaluate our effectiveness.
