Key tips from IC System on how to have more success during debt collection calls!

1. Tips for Winning on the
Telephone in Debt Collection
Receivables Management
Solutions
Since 1938

2. To win on the telephone it is essential that you are prepared,
as many debtors can be very slick talkers. Why? Consider
that the debtor who owes you, probably owes others as well.
And if you are calling, other creditors are also calling…and
possibly have been for months.

3. Tip #1: Prepare for the Call
• Pre-call planning consists of
changing your attitude and following
four steps before each call
• Change your attitude: your debtor
received a service and is better for
it. As the provider, you deserve to
be paid. Remember, the debtor has
already had many chances to pay;
at time of service, at first invoice, at
reminder notices, etc.

4. Four Steps to Prepare for
Your Call
1. Gather facts – Know exactly how
much is owed, for what, and for
how long. Stating facts, dates,
and exact numbers establishes
credibility and intimidates debtors
2. Review history – Has the debtor
owed you before? What were
their objections? Have
precedents been set by previous
deals? A thorough review helps
you uncover problems or
opportunities in holding debtors
to their promises

5. Four Steps to Prepare for
Your Call (cont.)
3. Decide in Advance – Are you
willing to accept less than full
payment? How much less, and
under what conditions? Experienced
debtors try to make deals. Any
hesitation can weaken your position
and put the debtor in control
4. Put time on your side – The best
chance to catch a debtor at home is
4:00 to 8:00pm., Sunday through
Friday, and 8:00 to 10:00am on
Saturday. Before calling a debtor,
make sure you fully understand
state regulations regarding
allowable calling times

6. Tip #2: Developing Your Phone
Skills – 7 Key Steps
1. Confirm that you are speaking to
the correct person at the correct
address. If anyone else answers,
do not share the purpose of the call,
and ask to speak to the proper
person
2. Identify yourself to the debtor by
giving your name, title, and the name
of your business
3. Ask for a payment in full! Example:
“Mr. Debtor, your account with us is
seriously overdue. Will you mail your
$500 check today, or will you drive by
our office with your check today?”

7. For a complete list of tips on how to
WIN on the phone during a
collections call, please follow this
link!
How to Win on the Telephone: From IC System

8. Legal Disclaimer
No Attorney-Client Relationship Created through this
Presentation: Neither your receipt of information from this
presentation, nor your retention of I.C. System, Inc., or its legal
counsel creates an attorney-client relationship between you and I.C.
System.
No Legal Advice Intended: This presentation includes information
about legal issues and legal developments. Such materials are for
informational purposes only and may not reflect the most current
legal developments. These informational materials are not intended,
and should not be taken, as legal advice on any particular set of facts
or circumstances. You should contact an attorney for advice on
specific legal problems.
© 2014 I.C. System, Inc. All Rights Reserved.