I Have A Collection Agency On The Phone! What Now?
Individual phone collectors will be given a portfolio of accounts, and the bulk of their workday, every day, will be spent working them. Debt collectors are subject to frequent performance evaluations and the bulk of their money is earned from personal commission payments. Thus, the size of a debt collector’s paycheck depends on how successful he or she is at collecting from debtors. This factor, coupled with relentless confrontations with angry and sensitive debtors, makes for an extremely high stress job with high employee turnover.
If a debt collector attempts to reach a debtor and gets in touch with someone else, they are legally banned from letting this person know that they are calling about a debt. Each state has its own laws that debt collectors must abide by, and sometimes, the collector can speak to the debtor’s spouse.
If a collection agent gets an answering machine or voicemail, they will usually leave a message, but theoretically someone besides the debtor might hear it. Therefore, the details of the call will not be disclosed, and the tone of the debtor will be apathetic. Collection agencies generally have to provide a toll free number so that it does not cost money for the debtor to return the call.
When the collection agent gets a debtor on the phone, they will start out with what is called a “mini Miranda.” Just like your Miranda rights, which let you know that “anything you say can and will be held against you in a court of law,” the mini Miranda tells the debtor that this is in fact an attempt to collect debt, and any information disclosed will be used for that purpose. This is generally what separates a mediocre debt collector from an excellent one. A mediocre collector will often do most of the talking, but a skilled collector develops good listening skills to ferret out important information.
Therefore, debt collection phone calls are generally recorded, and any key information is written down on the debtor’s permanent record. Key information includes anything that could be used to ascertain the probability that they could successfully collect, or if taking legal action could be a good decision. In other words, if the debtor mentions that they are employed, makes mention of assets, or admits that they owe the debt, this is very encouraging for the collector and could be used in future litigation.
Mallory Megan works for Rapid Recovery Solution and writes articles on medical collection agencies Check here for free reprint licence: I Have A Collection Agency On The Phone! What Now?.
July 29, 2010 | Posted by Mallory Megan
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