11 Highly Effective Debt Collection Call Scripts
While essential to revenue generation and the recovery of outstanding funds, debt collection can be a tricky and risky business. In the United States, the Fair Debt Collection Practices Act (FDCPA) lays down extensive guidelines that debt collection agents must stick to or face severe consequences. Not calling customers before 8 AM or after 9 PM local time, not engaging in harassment, or using misleading information are just some of the rules that apply.
In addition, debt collection agents must abide by the conditions of the Telephone Consumer Protection Act (TCPA), which governs the use of voice calls, VoIP calls, auto-dialers, fax machines, SMS text messages, and artificial or prerecorded voice messages. Under TCPA rules, the Do Not Call or DNC registry also enables consumers to register their phone numbers on the FTC’s National Do Not Call list, raising expectations on the debtors’ part that they can avoid contact with certain organizations — even though debt collectors are still legally permitted to make calls to numbers on the DNC registry.
Debt collection agents must therefore walk a fine line in determining how and when to approach defaulting consumers to discuss their terms for repayment.
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A General Strategy for Debt Collection Calls
[Image source: Dynavistics]
Collection laws prohibit creditor organizations from disclosing any personal details about the debt applying to anyone else other than the debtor. So it’s vital to make sure that you’re talking to the right person, when you make a debt collection call. Check and double-check your records, before dialing.
Retain a positive attitude and professional demeanor when talking to the customer, and suggest repayment measures that can benefit both you and the debtor. Listen to their concerns, and take them into account when making suggestions.
For legal protection and in the event of future disputes, be sure to comprehensively document every interaction that you have.
11 Debt Collection Script Templates You Can Use
For debt collection professionals, online resources offer a range of call script templates that you can use. They include the following scripts:
1. For Customers Who Forgot to Pay
You: Good Morning. My name is Harry, and I am a debt collector with [Your Company]. Am I speaking with Sally Harrison?
Sally: Yes, Sally here.
You: I am calling with regards to an overdue bill.
Sally: My apologies. I got busy and forget to pay.
You: No issues. It can happen. However, now that I have you on the phone are you in the position to make the payment now?
Sally: I am a bit busy right now. I will try to make it either today or tomorrow.
You: Not a problem. I have made a note of it in the system. We look forward to receiving it. Thank you.
2. The Customer Who Says He/She Did Not Receive Your Bill
You: Good Afternoon. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally Harrison?
Sally: Yes, Sally here.
You: I am calling with regards to an overdue bill.
Sally: My apologies. But I did not receive the bill from you yet.
You: Apologies if that is the case. However, could you please confirm if this is your email address – abc@xyz.com?
Sally: Yes, that is right.
You: Great. Thank you for your clarification. I am sending you the bill again. But please check your spam folder, as we have sent the bill several times on the specified email id. With regards to the bill, can you please process it now over the phone?
Sally: No. I do not have access to my card. I will do it in the evening.
You: Great. I will take note of that in our system. Please make sure you process it today. Thank you for your time.
3. When the Customer Says Your Bill is Incorrect
You: Good Morning. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally Harrison?
Sally: Yes, Sally here.
You: I am calling with regards to an overdue bill.
Sally: I have not paid because the bill is incorrect.
You: Okay. I am sorry to hear that the bill is incorrect. Can you please explain the problem in more detail?
Sally: (Explains the issue. If it is correct).
You: Apologies for the mistake. I am correcting the bill as we speak and will get back to you shortly.
OR
Sally: (Explains the issue. If she misunderstood).
You: Thank you for explaining the issue. However, you have misunderstood the details. (Explain the misunderstanding). I would appreciate it if you can process the bill as soon as possible. Can you make it now?
Sally: Yes.
You: Great. Looking forward to it.
4. The Customer Says Your Bill is Not Approved
You: Good Morning. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally Harrison?
Sally: Yes, Sally here.
You: I am calling with regards to an overdue bill.
Sally: Unfortunately, the supervisor has not approved the bill yet.
You: Okay. I understand these things are out of your control. Does your supervisor have any queries regarding the bill?
Sally: Not to my knowledge.
You: Okay. If you can look into it, I would greatly appreciate that.
Sally: The supervisor is not in the office. But I will reach out to her ASAP.
You: I appreciate that. I will check with you soon. Have a great day ahead.
5. When Calling for the Second Collection Attempt
You: Good Afternoon. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally Harrison?
Sally: Yes, Sally here.
You: I am following up on our call on date regarding the payment. Unfortunately, we have not received the payment yet from your side. Can I accept the credit card payment over the phone?
Sally: Give me a second to get the card.
You: Thank you for making the payment. Have a great day ahead.
6. If Your Call Goes to the Customer’s Voicemail
You: Good Afternoon. My name is Harry, and I am a debt collector with [Your Company. Your bill payment is past the due date. Based on our records, the total outstanding balance of $10,000 is overdue. We have tried contacting you seven times during the last two weeks.
Please call us when you get some free time. Also, let us know the status of your payment or if you have any questions. Thank you for your time and attention.
7. When a Customer Has Already Paid Your Bill
You: Good Afternoon. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally Harrison?
Sally: Yes, Sally here. But why are you calling me? I have made the payment already.
You: Is that correct? Give me a second to check the payment details in the system. Do you know when you made the payment?
Sally: In the last week I believe.
You: Okay. I see that now. Thank you for your cooperation. Have a nice day ahead.
8. When Your Client Has an Outstanding Balance
*Thank you for calling [ABC company], this is a recorded line. How may I help you?*
You: Can I speak to Sally HarrIson?
*After the call connects to the relevant person*
You: Good Morning. My name is Harry, and I am a debt collector with [Your Company. This call is regarding an outstanding debt with your firm. We have an account in our office with your firm’s total balance of $100,000. How would you like to take care of that balance? By phone, with a check, debit, or credit card?
Sally: We can send a check by the end of this week.
You: Thank you for your cooperation. I will take a note of that in our system. Have a good day ahead.
9. When the Customer is Not Available, or Out of The Office
You: Good Morning. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally HarrIson?
Sally: Hi, I am not in the office right now so I cannot make payment.
You: No problem. I understand you must be busy. We can accept card payment over the phone if that would make things easier?
Sally: No, sorry, I am driving. I should be in tomorrow. I will pay it then.
You: Thanks for that, I appreciate it. I will make a note in our system to expect payment tomorrow. Have a good day.
10. If the customer Has Insufficient Funds to Pay Your Bill in Full
You: Good Morning. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally HarrIson?
Sally: I don’t have the money this week. I’ll pay soon.
You: I’m sorry to hear that. How’s your business going?
Sally: (Explains the reasons for her inability to repay.)
You: I see. Thank you for sharing your concerns, and I appreciate your honesty. It sounds like you are facing some serious cash flow issues. I understand that it is tough to manage, as we are also always trying to manage our cash flow. However, I would love to keep you on as a customer. I think a payment arrangement would help us both. What do you think?
Sally: What does that mean?
You: It means we agree on part payments until full settlement. That way, we can both manage our cash flow better.
Sally: Yes, we can do that.
You: (Suggest your payment plan.)
Sally: Okay, it sounds great!
You: Thank you for your commitment. I will make a note of it in our system, and we would be expecting your first payment due tomorrow.
11. Collection Script, or Reminding Customers of Payday Loan Due Date
You: Good Afternoon. My name is Harry, and I am a debt collector with [Your Company. Am I speaking with Sally HarrIson?
Sally: Yes, Sally here.
You: I am calling with regards to your payday loan.
Sally: Sorry, I got busy and forgot to pay.
You: I see. No problem, it can happen. However, are you in a position to make the payment now?
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