Picture this: You’re on a collection call. You’ve verified the contact and identified yourself. You’ve also given the mini-Miranda. Now, the call can go in what seems like infinite directions.
Maybe the consumer will be friendly. Maybe the consumer will be hostile. Maybe he will pay. Maybe he will hang up. The list of possibilities goes on and on.
As a collector, you may be overwhelmed by the high number of possible directions the call can go. In fact, I often hear collectors say they feel like they have very little control on collection calls.
What if I told you that you do have control over how the call unfolds? The secret lies in understanding the five zones of a collection call.
Let’s dive into each of these zones to discover what they are and how they can make or break a collection call.
To read the full article by Mary, click here.