If you could go back to your first day on the job and give yourself one piece of advice that would make the biggest impact, what would it be? Kristi Loyer of Wilber and Mike Gibb explore that question. Source: AccountsRecovery.net
After assisting a consumer, the representative may want to ask for feedback. Kristi Loyer from Wilber and Mike Gibb discuss how to ask the consumer for feedback or for them to leave a Google review. Source: AccountsRecovery.net
A consumer may say to a representative, “If you don't stop calling me, I'm going to sue you". Kristi Loyer from Wilber and Mike Gibb discuss how a collector should respond if this happens. Source: AccountsRecovery.net
Sometimes after a payment request, a consumer responds, "I lost my job and don’t have any extra money to pay this." Kristi Loyer from Wilber and Mike Gibb discuss how to handle this situation. Source: AccountsRecovery.net
Sometimes after a payment request, a consumer will ask for a statement. Debra Ciskey of ARM Compliance Business Solutions joins Mike Gibb to discuss how to handle these requests. Source: AccountsRecovery.net
When a consumer says something like "I am refusing to pay this debt", what should the representative do? Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb discuss how to respond if this happens. Source: AccountsRecovery.net
What should a representative say in response to a consumer who says something like “I saw a video online, you can’t do that”, or “I don’t have to pay you because…”? Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb discuss how to respond when such situations arise. Source:...
The way a representative communicates during a call plays a crucial role in account resolution. Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb explore whether being overly nice could hinder the effectiveness of a collection call. Source: AccountsRecovery.net
A representative will not always be able to reach a payment agreement with a consumer during a call. Aaron Keyes from L J Ross Associates and Mike Gibb discuss the best way for a collector to end a conversation when they are unable to arrange payment. Source: AccountsRecovery.net
Occasionally, a representative will connect with a consumer who is not fluent in English. Aaron Keyes from L J Ross Associates and Mike Gibb discuss how to handle situations where the consumer doesn’t speak much English or where English is not his/her first language. Source: AccountsRecovery.net
It is estimated that in person-to-person interactions, body language, tone, and words account for 55%, 38%, and 7% of communication, respectively. In a phone call, where body language cannot be seen, tone accounts for a very large percentage of communication. That percentage could be as high as...
The specific motivations needed to engage with and influence a consumer are usually unknown to the representative prior to initial contact. This week, Kelli van Cleave from ACA International and Mike Gibb discuss the most significant factor in getting an account resolved on the first call between...