When it’s clear that English is not a consumer’s first language, communication challenges can quickly impact the effectiveness of the conversation. Collectors must balance the need to gather information and discuss the account with the need to ensure the consumer understands what is being communicated.
Sherrika Newman from Revco Solutions joins Mike Gibb to discuss how collectors should handle these situations. She shares practical guidance on communicating more effectively, recognizing potential language barriers, and keeping the conversation productive while maintaining professionalism, compliance, and respect for the consumer.