Kelly Parsons-O’Brien

We focus on training the collectors how to talk to consumers, and so all we really need is some general guidance to get the new hire going.

Mary Shores

Consistency is a major benefit of scripting. One of the most prominent issues in the collections industry is inconsistencies on phone calls. Sometimes, a consumer may get an answer from one representative and a totally different answer from another, which can cause conflict.

Ultimately, call scripting increases much-needed consistency, and consistency increases trust.

Kelli Krueger

This is a big question, and I am answering it with the assumption that the script is proven to be successful and results in more resolutions than that of the unscripted collectors.

A script must be tested against your best collectors before rolling it to the masses.

Beth Conklin

In my experience, one of the biggest benefits of call scripting is providing a baseline and consistent call flow companywide, which helps reduce the risk of poor call handling as well as complaints.

This is most important during the call opener to ensure collectors are compliant when they are authenticating the consumer and providing the required disclosures before making that request for payment.

For collection call scripts to succeed, you must also be aware of their limitations. Parsons-O’Brien, Shores and Krueger all agree it’s important to recognize the shortcomings your collection agency call scripts may have.

Below are the top three limitations to keep in mind when creating your call scripting.

1. A SCRIPT FOR EVERY SITUATION

It is difficult to have a script for every situation that your collector may encounter when speaking to a consumer.

However, a script can provide a basic blueprint or outline of what to say in different situations and provide the agent the BEST response to use.

2. SOUNDING ROBOTIC OR UNNATURAL

Some items do need to be said verbatim like the mini-miranda, but collectors should have a little flexibility so they can create a natural conversation with the consumer.

3. ACCOUNTABILITY

An agent may have a tendency to blame the script instead of taking accountability for a failed call. Collection floor managers need to use failure as a learning tool for agents to cultivate a successful collector.

Asking the agent to contribute to scripting changes or updates is a good way to have them take ownership and helps to deal with stress in a call center.

Kelly Parsons-O’Brien

There is SOO much information that needs to be put in a script that the collectors are often lost.

I mean, the “Hello this is Kelly at PCS on a recorded line…” is an easy script.

The limitations are, what does a collector say when a consumer:

• is out of work
• lost their husband
• doesn’t agree with a portion of the bill
• is mad at the client
• didn’t get an invoice from the client

Or, any of the 100 other reasons a consumer isn’t ready to pay their bill.

Mary Shores

It’s always best to have a blueprint of a script. That doesn’t mean agencies need a word-for-word script for every unique situation; rather, it means collectors need at least a general outline of what to say to stay on track.

That said, one limitation that scripting presents is when a consumer requests something that does not have a dedicated script.

Usually, seasoned collectors will still know how to handle these calls; new collectors will likely struggle though.

Also, a perceived limitation can manifest when a collector is struggling to make the scripting sound natural rather than robotic on a call.

Kelli Krueger

Scripts limit a collector’s ability to be creative on their talk-offs. But, let us face it, creativity gets us sued.

You know the adage “It’s not what you say, it’s how you say it.” This applies to scripts as well. If you sound scripted, it is defeating its purpose.

Collectors who embrace the script and put their voice and personality behind it will find great success.

On the flip side of this debate, it was the ability to learn through failure that made great collectors great and the script takes that opportunity away.

With a script, collectors tend to put failure accountability on the script vs. owning it. Although one could argue that this is a management issue more than a script issue.

Beth Conklin

Collectors need to be reminded it is just that, a “script.” Talk-off scripts are meant to be a guide – a stepping stone to help collectors as they move through the call.

Call scripting is a great baseline tool, however each call will be unique. Collectors need to understand they will be deterring off the script based on that unique situation, so role-playing different scenarios that go off script is crucial.

The words used in scripts can help to maintain control during calls. Scripts help build agent confidence and give them a roadmap for what to do.

While they may not address every situation, you can include scripting that teaches call agents to ask open ended or probing questions that yield more information from consumers and keep the conversation moving forward.

Here are five ways call scripts can help your call center agents.

1. PROVIDES A BLUEPRINT

Call scripts give agents the words they need at the right time during the call.

2. HELPS AGENTS MOVE THE CALL FORWARD

Call scripts provide open-ended questions to use so they can move the conversation forward toward a resolution.

3. PROVIDES CONTROL STATEMENTS

Call scripts give agents several control statements they can use to help redirect the conversation back to a resolution.

Examples of control statements:

• Let me ask you this. (Then ask a clarifying question.)
• Would it be reasonable to resolve the amount you agree with and then send the balance to our dispute department?
• What I hear you saying is... and I want to help you.
• What I am going to do…

4. PROVIDES THE LANGUAGE TO USE

Call scripts can provide the language an agent needs to keep contro and help build rapport. Examples of this are the validating statements.

Examples of validating statements:

• That sounds really challenging.
• I appreciate you sharing that with me.
• I can understand the uncertainty you feel.
• I know this is a challenging time.

5. AGENT CONFIDENCE

Call scripts take the pressure off of agents to say the right thing naturally and provide the tools they need to be successful.

Kelly Parsons-O’Brien

I also think that giving collectors three to four call control statements is a great way to help them with their call control.

One that I like is ‘Let me ask you this..’ then you would ask a clarifying question, or maybe something like ‘Would it be reasonable to resolve the amount you agree with, and then send the balance to our dispute department?'

Mary Shores

Call scripts are amazing when it comes to helping collectors stay in control of the call. When they know what to say, when to say it, and how to say it, they are going to yield a better outcome than if they’re speaking from the top of their heads.

In turn, scripting also increases confidence because collectors don’t feel pressured to say the right thing naturally.

After all, when collectors are unsure about what to say, they may stall, use filler words, or tell the consumer they don’t know what to do. These uncertain responses can cause conflict with consumers that agencies want to avoid.

Kelli Krueger

It is easy for a consumer to take a collector down a “Billy trail” (I use the scenario of the cartoon “Family Circus”).

The goal is to get account resolution. A script streamlines that process.

In one example of the cartoon, the goal is for Billy to get firewood, which he achieves only after getting distracted along the way. If he had stayed focused, he would have gathered a lot more firewood but he was distracted and got just a little.

Beth Conklin

Each call is unique and each personality is also just as unique. Not every call is going to go according to plan, nor will every consumer we talk to be easy to deal with.

Call scripting helps the collector to remain in control during those times when the call is starting to take the wrong turn: the consumer is frustrated or upset, the call escalates or there are stalls or objections as to why the account is delinquent.

These scenarios can take the collector off-guard and start to lose control of the call. With baseline call scripting, it can help the collector remain on track as well as boost their confidence level as they learn how to talk through these challenging calls.

For your collection call scripts to be effective, they should contain a few key elements.

First, include the flexibility needed so agents can adapt to unique situations without sounding stiff. They must also contain the basic elements of an impactful collection conversation to guide both your agent and consumer successfully through the process.

Here are eight key elements every call script should have:

1. FLEXIBILITY

Agents need to have the ability to speak to different situations and speak in their own voice so they don’t come across like a robot.

2. EMPOWER AGENTS

Agents should be given some agency to review, give feedback, and contribute to the script writing process.

3. RELATABLE

Call scripts should relate to the consumer’s current situation.

4. CUSTOMER FOCUSED

The script should focus on the customer needs and what outcome the customer is looking to achieve in resolving their debt.

5. REFLECT POLICIES

Call scripts must reflect the policies and procedures your agency has in place in your compliance management program and any specific policies your clients may have.

6. POSITIVE LANGUAGE/EMPATHY

Each script should strive to use positive language and show empathy for the consumer’s situation. This builds trust and connection and ultimately will create an opportunity for the debt to be resolved.

7. COMPLIANCE

Call scripts should guide agents in verifying right party contact and ensure that they give consumers the required disclosures.

8. HOW TO CLOSE

Call scripts should equip collection agents with how to handle a variety of call experiences: disputes, objections, stalls, settlement offers, setting up payment plans, promise to pay, and no resolution.