Personal questions from consumers can make representatives uncomfortable and can interfere with proper call handling. David Alderman from CBE Companies talks with Mike Gibb about the best practices collectors should follow when consumers become overly inquisitive. Source: AccountsRecovery.net
Sometimes, a consumer will state they will speak only with a supervisor and demand to speak to one. David Alderman from CBE Companies and Mike Gibb share what collectors should do when this occurs. Source: AccountsRecovery.net
A clear understanding of cease-and-desist requests is critical for representatives. Nick Prola from Bassford Remele and Mike Gibb break down what collectors most often misunderstand. Source: AccountsRecovery.net
Representatives must be able to recognize when a consumer’s comments or communication rise to the level of a dispute. Nick Prola from Bassford Remele and Mike Gibb explain how collectors can identify these moments. Source: AccountsRecovery.net
Occasionally, a representative will receive a call from a third party, such as a consumer's friend or relative, who wants to talk about the consumer's debt. Nick Prola from Bassford Remele and Mike Gibb discuss how collectors should respond when situations like this occur. Source:...
A representative may encounter a consumer who says they are recording the interaction and that they intend to post it on social media. Nick Prola from Bassford Remele joins Mike Gibb to discuss how collectors can effectively respond when a situation like this arises. Source: AccountsRecovery.net
Whether expressed through anger or tears, emotional reactions are a reality in consumer interactions. Christopher Nye of Radius Global Solutions joins Mike Gibb to discuss how collectors can effectively respond when these moments arise. Source: AccountsRecovery.net
Every representative occasionally encounters consumers who act as if they want to negotiate a payment plan but refuse to give a reason why they can't pay in full. Christopher Nye from Radius Global Solutions joins Mike Gibb to discuss how collectors should handle these situations. Source:...
Whether it is a ploy or not, at some point every representative has had a consumer say, “I can only talk for one minute—what do you want?” Every right-party contact is important, so handling this correctly is essential. Christopher Nye from Radius Global Solutions joins Mike Gibb to discuss what...
A representative might find themselves on a call where they are continuously interrupted. Christopher Nye from Radius Global Solutions joins Mike Gibb to discuss how collectors should respond when a consumer keeps interrupting. Source: AccountsRecovery.net
Most clients expect strong recovery performance while ensuring that consumers are treated with professionalism and respect throughout the process. Jennifer Peck from The Stark Agency joins Mike Gibb to discuss how to balance customer service and collections. Source: AccountsRecovery.net
Success depends upon previous preparation, and without such preparation, there is sure to be failure. Jennifer Peck from The Stark Agency joins Mike Gibb to discuss the one thing every collector should do before making a call. Source: AccountsRecovery.net