Hiring the right collection associates to help consumers effectively resolve accounts

February 2nd, 2016 by New World Collections

It is very important in today’s economy to hire the best collection associates to recover debt for their respective agency as well as the clients they serve.

In order to achieve the best results, new ideas should followed to help consumers resolve their accounts. The following ideas should be applied with collection associates and it starts with solid training from the get go.  Collectors should be trained to:

  1. Choose their words carefully
  2. Ask the right questions
  3. Acknowledge the consumer’s feelings
  4. Be polite but very direct

By conducting all calls on a positive note, both parties will come away feeling satisfied. Consumers will understand your position as well as what they have to do next.  Most importantly, the relationship between you, your client and the consumer will remain intact.

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