Outbound Call Flow for Debt Collection

Study Notes

Outbound calls are made to third parties, specifically those with outstanding debt.
"Call Flow" outlines the steps involved in making a call to a debtor to achieve payment arrangements.
The "Debtor" is the individual or entity owing money.
The "Client" is the creditor, such as a bank or service provider.
"Legal action" encompasses various stages, from sending a Letter of Demand to obtaining a Judgment.
"Debt" refers to the monetary obligation owed by a defaulting debtor.

Meta skills are essential for effective interactions with debtors.
They help you connect, challenge, coach, and negotiate effectively.
Connectors: Build rapport through active listening and speaking politely and respectfully.
Challengers: Reveal uncomfortable truths, by asking tough questions respectfully and helping debtors make informed decisions, without judgment.
Coaches: Guide conversations towards solutions, encouraging debtors to explore the impact of their actions and make accountable decisions, without dictating what they must do.

Posture is important for the call.
Sit up straight, turn towards the screen, and wear a headset for clear communication.
Eliminate any distractions from your environment, for instance, cellphones or mirrors.

Use a friendly greeting: "Good day", "Debtor's Title and Surname", "My name is...".
Clearly state your name and the name of the client.
Aim to connect with the debtor from the moment you greet them.

Inform the debtor that the call is being recorded for quality and security purposes.
Ask security questions for verification purposes.
Security question options include using ID numbers, confirming specific dates, or a combination of both.

Outbound calls are made to debtors, who are individuals owing money.
Call flow is the structured process of the call designed to facilitate payment arrangements.
Debtors often exhibit victim or tormentor roles, avoiding responsibility by blaming others.
Meta skills are crucial to engage debtors effectively and have productive conversations.
Connecting focuses on building rapport through active listening and polite communication.
Challenging aims at revealing uncomfortable truths regarding debt through respectful questioning.
Coaching guides conversations towards solutions, encouraging debtors to explore the impact of their actions and make accountable decisions.

The call requires a professional demeanor, with posture upright and distractions minimized.
Proper preparation ensures a focused, clear, and controlled experience for the debtor.

Greet the debtor formally using their title and surname, clearly stating your name and the client's name.
The greeting should connect with the debtor from the start, fostering a sense of importance and attention.

Inform the debtor that the call is being recorded for quality and security purposes.
Use security questions to verify the identity of the debtor, including options like asking for ID number, date of birth, or other relevant information.