There is much regulation in the credit and collection industry about what you can and cannot say on a call. Because of this, collection agencies must strive to keep calls uniform, no matter what agent is collecting the debt.

Download these Best Practices detailing:

• call scripts

• tips on how collectors can handle the various situations they may encounter when on a call

• what phrases a collection agent should avoid when speaking with a consumer.

The information provided comes from members of the California Association of Collectors as provided in their webinar series: Collection Boot Camp.

To view the full article based on their presentation, please see Collection Boot Camp: Telephone Collection Communications.