When a consumer believes a collection call may be a scam, the conversation can become difficult almost immediately. Even legitimate attempts to verify the account or reassure the consumer may be met with skepticism or resistance.
Wade Isbell from Professional Credit joins Mike Gibb to discuss how collectors should handle these situations. He shares practical guidance on building credibility, responding without sounding defensive, and helping consumers feel more comfortable with the interaction, while maintaining professionalism, compliance, and trust throughout the call.