Structuring a Collection CallWendell Etheridge

TEC Services Group

Getting that “First Hello”

• Turn a ‘wrong party’ contact into a RIGHT PARTY CONTACT

• Their time is YOUR money!

Getting that “First Hello”

• Preparation

• Identification

• Verification

• Documentation

Bridging the Gap – Coming to an Understanding

• Determine why there has been no action

• Empathize versus Sympathize

• Identify any disputes or objections

Bridging the Gap – Coming to an Understanding

• Communication

• Information

• Education

• Exploration

• Situation

• Complication

Overcoming Obstacles – Knock down the

barriers• Not paying IS NOT AN OPTION

• A carrot or a stick – the benefits of paying and the consequences of delaying

• Know your department guidelines

Overcoming Obstacles – Knock down the

barriers • Obligation

• Expectation

• Organization

• Negotiation

Developing the Solution

• Everybody can win

• Sources of Money

• Payments over time?

Developing the Solution

• Remuneration

• Qualification

• Application

• Consideration

• Duration

• Examination

Creating a Sense of Urgency

• Time Value of Money

• Earliest Restitution = Earliest Resolution

• Recap. Restate. Reinforce.

Creating a Sense of Urgency

• Customization

• Motivation

• Rehabilitation