When a consumer has broken every promise to pay they’ve made, it can create frustration and make it difficult for collectors to know how to move the conversation forward. Repeated broken commitments can quickly turn a call into an unproductive cycle if the representative isn’t careful about how they respond.
Stacey Sexton from ARS National Services joins Mike Gibb to discuss how collectors should handle these situations effectively. He shares practical guidance on resetting expectations, avoiding repeated promise-to-pay patterns, and guiding the conversation toward realistic next steps – while maintaining professionalism and compliance.