Home | Forum | Tell a Friend | Text Size | Search | Member Area
 Join Us
Gain immediate access to all our articles, features, how-to's, discussion group, archives plus. Click here for details.

 About this Site
About this Site
Collection Gurus
Sample Articles
Subscribe Today
Feature Articles
Collection Management
Collection Stats
Collection Tips
Construction Credit
Consumer Credit Mgmt
Credit Cards
Credit Mgr's Letter
Credit Procedures
Download Library
Legal Issues
Member Profiles
Most Popular
Outside the Box
Press Releases
Site Map
Telephone Collection
Tip of the Week
Subscribe to our RSS Feed
Affiliate Program
Article Index
Contact Us
Tell a Friend
Text Size
Your Account
Books & Special Reports
Product Department
Our Guarantee
Privacy Policy
Terms of Use

home | Telephone Collection
Telephone Collection
Telephone Collection Resource Center

Much of your collection will undoubtedly be over the phone and this section of our site is devoted to giving you resources to help you make the most of your telephone collection efforts.

  • Practical strategies
  • Learn to overcome any excuse
  • Discover the secrets of the best collectors around
  • Master ways to stay in control of your calls, even when customers want to send you in another direction
  • Ways to stay fresh and energized, even in the face of difficult calls

Intuitive Collections
"When collectors are talking with debtors, they need to pay attention not only to what the debtors are saying, but to how the debtors seem to feel about what they are saying. contends Leonard Sklar, a former collection agency owner and now a professional collections consultant based in Redwood City, Calif.). "Collectors who fail to deal with debtor emotions rarely ever reach the root of the problem. Key points covered:
  • why most collectors stay too long with an account, and why this trait hurts productivity
  • what the top goal (other than collecting the money, of course) should be in a collection call
  • the surprising way he reccommends helping collectors be more effective in getting to the root cause of debtors' problems
. . .
keep reading
The Four Types of Responses Collectors Can Expect
New collectors in training at Windham Associates (Fairport, New York) are taught that there are four general types of responses to expect from the debtors they contact. . . . keep reading
Second Notice? Call Instead
"If you're spending time preparing second notices only to have them end up in someone's circular file, it's time to consider other collection methods," suggests the manager for a Virginia dental consultant group. Her people advise clients to forget second notices and call instead. In her experience, collection problems are usually caused by any or all of the following reasons. This article details the five ways this office manages a first rate collection operation. . . . keep reading
Medical Collections by Phone
While acknowledging that a series of letters can be useful in medical collections, Dorothy Sweeney, vice president of the Health Care Group, Inc. (Plymouth Meeting, Pa.) contends that the telephone is much more effective. Learn...
  • The importance of preparation before making a collection call
  • Five questions you should know the answer to before you make your collection call
  • Other preparation you should make make prior to each call and why it's so important
  • A very specific, seven-step process once the call is made
  • The pros and cons of allowing the debtor to speak with the physician
  • Specific strategies to use once you determine which category the debtor falls into (slow payers, hardships)
  • Positive collections: Four specific ways to offer encouragement that may help bring payment in
  • When to give up and turn the debt over to a third party
. . .
keep reading
Six Guidelines for Improving Cash Flow With a Telephone Collections Program
Remember when credit analysis was the primary focus of credit management? "That's all changed now," contends one New Jersey credit manager. "Today, credit professionals are under a lot of pressure from their companies to improve cash flow, and this is where their new focus is." And what's the best way to improve cash flow? His preference is the telephone. And he contends that anyone seeking to establish an effective telephone collections program should keep six major points in mind: . . . keep reading
Collection System Improves Productivity
"We were handling delinquent accounts with a manual card system, and it was limiting our growth," says Joseph Higham II, assistant vice president of the National Penn Bank (Boyertown, Pennsylvania). " . . . keep reading
Credit Pro's 4 Steps to Professional Collection Calls
Handling the telephone like a pro is essential to collection work. You must come across as a no-nonsense professional who will not be easily swayed. How can you accomplish this? Take these steps: . . . keep reading
Telephone Collections: Nine Tips
Telephone Collections: Nine Tips Here are nine guidelines of Receivable Management Services designed to help you with your telephone collection efforts: 1) Get or confirm the name of the person in charge of paying invoices. 2) Find out the best time to reach the person you are . . . keep reading
An Expert's Ten Secrets For Ensuring Collection Success
By Tom Hoyum
1. Take Notes Note-taking is critical and will make your work more manageable and retrievable. It's very important to know what your customers told you last week and last year. You can spot cust . . . keep reading
Three Secrets of Calling Early To Speed Payment
Tom Hoyum
Consider calling before the payment is due. But, before you do, follow these simple rules (based on much experience) to keep customer good will. One: Call or fax in the name of Customer Ser . . . keep reading
The Art of Negotiation: Collecting Via the Telephone
By Joseph M. Jackson, CCE
All the principles of successful negotiating apply equally for both in-person and telephone negotiations. The telephone is a delicate tool to use in resolving your business conflicts. It is even more . . . keep reading
 Tip of the Week
Sign up here
for our Free
Tip of the Week! 
Privacy Notice: We will never share your email with anyone.
 Discussion Forum
Recent Forum Posts
• good interview Qs for hiring collectors?
• Metrics for in-house Collectors?
• Caller ID in collections?
• Missing one of the "Seven Key Traits of Top Collectors" - Is that an Achilles' Heal for Collectors?
• Receivable Meeting format?
• When to place accounts for collection?
• Collection Settlements
Here's what our members are saying ...
"What a great resource! This is the perfect place to refer our customers who have collection problems so they can improve their collections. I figure if we can help them collect faster, they can pay us faster and order more product."

William C. Edgar, CCE
Director of Credit
Zippo Manufacturing

"I can't believe I didn't find out about your site sooner."

"It was exactly what I was looking for."
Jim P.
Hot Springs, AR

"The first item I found in your download library made my subscription worthwhile. I'm definitely renewing!"
John A.
Kerrville, TX

"Your site saved the day for me. The video tutorial helped me quickly and solve a problem I've been struggling with for a year.
Robert K.
London, UK

"I can't say enough about how valuable your site has been to our business. The articles and especially the free downloads really are great."
Victor O.
Seattle, WA