Strong negotiation skills are critical for collection success. The proper approach goes a long way toward ensuring a successful call. Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb discuss the best way for collectors to start a negotiation with consumers. Source:...
How do you handle a consumer who is reluctant to identify themselves or otherwise engage in discussion about the debt? Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb discuss what to do when this occurs. Source: AccountsRecovery.net
It is not uncommon for a consumer to express surprise about an account. Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb talk about how to respond when a consumer says, "I didn't realize that there was a balance that should have been taken care of." Source: AccountsRecovery.net
Most companies have some good collectors on staff, but many also have some great collectors on the phones. Ken Peck from Lockhart, Morris & Montgomery, and Mike Gibb talk about what separates good collectors from great collectors. Source: AccountsRecovery.net
Most people consider a good attitude as essential to success, but is that true for collection representatives? Ken Peck from Lockhart, Morris & Montgomery, and Mike Gibb discuss whether collectors can be great and have a bad attitude. Source: AccountsRecovery.net
What essential abilities should a collector cultivate to thrive? Ken Peck from Lockhart, Morris & Montgomery, and Mike Gibb discuss the most important skills that representatives must master. Source: AccountsRecovery.net
What do representatives do after they have a difficult call with a consumer; is there a "reset button" they press to get ready for the next call? Ken Peck from Lockhart, Morris & Montgomery, and Mike Gibb discuss how collectors can move forward when this occurs. Source: AccountsRecovery.net
What should a representative do when a consumer says, “I can’t talk now, call me back later.” Bettina Hagey from Credit Control and Mike Gibb discuss how to respond when this occurs. Source: AccountsRecovery.net
Is there a difference in handling inbound versus outbound calls? Bettina Hagey from Credit Control and Mike Gibb explore the best practices for collectors managing these distinct call types. Source: AccountsRecovery.net
Sometimes a representative just can’t come to an agreement with a consumer about a settlement offer or payment plan amount. How should that be handled? Bettina Hagey from Credit Control and Mike Gibb discuss what to do when this occurs. Source: AccountsRecovery.net
It happens. Sometimes, a representative may struggle and need encouragement and assistance. Bettina Hagey from Credit Control and Mike Gibb discuss how to pick up a collector who is struggling. Source: AccountsRecovery.net
At times, a representative may take shortcuts and overlook best practices or procedures. Dan Estes from R3 Dynamics and Mike Gibb discuss how to handle collectors who try to cut corners or bend the rules as much as they can be bent. Source: AccountsRecovery.net