What if I told you there was a way to collect more money and create happier consumers?
There is! And it has to do with your call flow.
To me, establishing effective call flow means creating a path to an agreement.
In the collection industry, there still tends to be this idea that whoever has the better “talk off” – the consumer or the collector – wins the call.
Have you ever considered that there might be a less exhausting and more optimistic way to get consumers to pay?
Just the word “talk off” feels exhausting, almost like we’re trying to wear down the consumer until he pays. That always causes conflict. The consumer may eventually pay, but it’s going to take longer to get him to that point and cause a lot of stress.
The way I see it, everything you say, every word you speak as a collector affects the direction of where the call is headed.
Creating effective call flow involves choosing words and phrases and presenting information in a way that’s always going to move the call forward as opposed to backward.
To read the full article by Mary, click here.