Have you ever woken up and thought, “I hope I get a call from a Collector today”?
It’s unlikely anyone has, but that doesn’t diminish the importance of those conversations. Every call from a collector holds a critical opportunity to understand the customer’s situation and balance two essential goals: customer satisfaction and dollars collected.
Third-party collectors represent more than just themselves—they are an extension of the creditor. Yet, in many cases, customers may not even realize they’re speaking with someone other than the original creditor, despite the disclosure of the company name.
This dynamic makes it imperative for collectors to maintain compliance, empathy, and professionalism on every call.
The Most Valuable Crown Jewel
Throughout my career, I’ve listened to thousands of calls, but few experiences are as captivating as witnessing the mastery of a truly gifted collector.
These individuals possess a unique ability to understand that, in most cases, customers’ frustrations stem from their circumstances, not the collector themselves.
Even when faced with unprofessional language or raised voices, the gifted collector remains calm and composed. They resist the urge to retaliate, recognizing that disconnecting the call is a last resort—one that often escalates tensions rather than resolving them.
Instead, they navigate the interaction with empathy and professionalism, defusing difficult situations with remarkable skill.
Call Calibration
Call calibration sessions that include The Most Valuable Crown Jewel and the Achilles’ Heel calls can be the most productive, especially if managers and collectors are part of the session.
These sessions provide an opportunity to analyze real interactions, celebrate what is working, and address areas needing improvement. By involving all stakeholders, calibration fosters collaboration, ensures consistent standards, and drives continuous improvement.
No one wakes up hoping to receive a call from a collector, yet these conversations play a crucial role in addressing customer challenges while achieving collection goals.
Third-party collectors must recognize they represent more than themselves—they are an extension of the creditor. This dynamic requires strict compliance, empathy, and professionalism to build trust and maintain customer satisfaction.
Additional Training and Blogs Available Regarding Call Monitoring
If you need some training assistance for your team, you may want to consider:
Bump It Up! Your Collections Success-Virtual Training for Your Team, taught by Ken Evancic.
For more insights on call monitoring, be sure to check out these additional blogs:
Sample Size for Oversight – Call Monitoring,
Transforming Customer and Collector Interactions with Call Monitoring
and
Mastering Call Calibration: Elevating Service Quality and Driving Success
Author: Bev Evancic
Bev.Evancic@ResourceManagement.com
Bev Evancic is a Senior Vice President at Resource Management Services, Inc. Prior to employment at RMS, Bev worked as the Collection and Recovery Manager at AT&T Universal Card, Citi, and Federated Department Stores. Bev started in the collection industry as a collector at an upscale clothing store in Cincinnati, Ohio. As a returned check and private label credit card collector, Bev gained a basic understanding of the collection industry that has not changed with the introduction of regulations. Her collection philosophy begins with the idea that businesses and customers benefit from preserving the customer relationship. First, collectors need to attempt to contact customers when it is convenient for the customer to discuss his/her financial condition and willingness/ability to pay. Second, you never collect money by intimidating or threatening customers. Third, businesses must make sure the debt is valid.
She has managed all phases of collection and recovery operations, including automated dialer units, bankruptcy, and legal units, skip tracing units, internal collections, outside collection agency networks, and Consumer Credit Counseling. As a Consultant for Resource Management Services, Inc., Bev has spearheaded collection and recovery best practices reviews for many top credit grantors. Her articles on dialer operations, agency management and bankruptcy best practices have been widely publicized.
She is well known and regarded as a specialty expert in the areas of: Repossession, Bankruptcy, Estate, Litigation, as well as Pre- and Post- Charge-off. Prior to joining Resource Management Services, Inc. in 1995, Bev managed the Recovery Department for AT&T Universal Card Services where she developed the bankruptcy, probate, internal and litigation processes.
She is the author of “Recovery Management: Collecting the Uncollectible Account.”
Sign Up for the Twice Monthly Newsletter
Just enter your email address at the top orange bar at:
Collection Compliance Experts – “The Power of Expertise: Oversight Perfected”
It’s that easy! Twice a month – we provide blog updates and Resources for the Collection and Industry Professional.
Your email is just for this newsletter. We never sell your information. No fee. Opt-out at any time.
