Call scripts provide a complete framework for the conversation. But just having a script isn’t enough, following the FDCPA rules throughout the process is essential. In addition, following proper strategies before the call, post-call, and during later follow-ups makes everything smoother.

That said, call scripts are not dynamic and don’t include individual consumer-level customization, especially when it comes to handling different types of people.

For example, some consumers might respond better to a more empathetic tone, while others prefer to keep the interaction strictly transactional and skip the small talk. Being able to adapt beyond the script is key to truly effective conversations.

Preparation Before Making a Debt Collection Call

SStart by collecting all the necessary details about the consumer. Check their account, refer to previous call notes, find their payment history, outstanding balance, and due dates. After looking at the consumer’s history, you’ll get a clear perspective about the consumer.

In addition, decide the objective of your call. Do you want to call for securing a payment, confirming the debt, or negotiating a repayment plan? Last but not least, be prepared with the script. A well-written script addresses typical objections, such as disputes about the debt, claims of financial hardship, or requests for more time.

Key Components of Effective Call Scripts

The FDCPA Annual Report 2023 says that some debt collectors acted in ways during calls that were meant to harass, oppress, or upset the people they were speaking with. To avoid this, here are the key elements that your script should include, according to FDCPA guidelines:

• Offering flexibility - Start the call by mentioning about the call recording disclosure in accordance with TCPA, then introduce yourself and your organization. After your introduction, verify the consumer’s identity by confirming details like their name & address or DOB or last 4 digits of their SSN.
• Communicating the purpose - Communicate the objective of the call clearly and professionally. Also, show your empathy for the consumer’s situation.‍
• Offering flexibility - As a first step, mention on the call itself whether they can make the full payment. If they cannot make the full payment, then provide them with flexible repayment options, such as installment plans or adjusted timelines.‍
• Preparing for responses - Be prepared with the responses for common questions or concerns, like if the consumer disagrees with the debt or struggles to afford payments.
• Dispute Resolution - If consumers feel the debt is inaccurate or unfair, handle these moments carefully by suggesting clear next steps, showing empathy, or escalating to a supervisor when appropriate.‍
• Recording call details - Record the essential insights from the call, like the agreements made, concerns raised, dispositions and follow-up actions. Keep them for future references.‍
• Selecting a suitable time - Choose an appropriate time for the call. Also, consider the consumer’s availability during your chosen time.

Sample Call Scripts Tailored for Common Scenarios

Here are the B2C collection call scripts created as per the FDCPA guidelines. The third-party debt collection agencies can adjust these scripts according to your circumstances.

1. When a consumer forgets to pay

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's Name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. Our records show a past-due balance of [amount].

Consumer: Oh, I’m sorry, I forgot to pay.

You: I understand, it happens. Would you like to resolve this now with a payment over the phone?

2. When consumer disputes the bill

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's Name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. Our records show a past-due balance of [amount] and you mentioned you didn’t receive the bill?

Consumer: That’s correct.

You: I understand. We will contact you again within two weeks after the bill is sent electronically for validation to take it forward. Alternatively, after you have gone through the details, please feel free to reach out to us.

3. Addressing incorrect bill issues

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's Name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. Our records show a past-due balance of [amount] and you mentioned the bill might be incorrect. Could you explain the issue so we can resolve it?

Handle either valid errors or misunderstandings empathetically and provide a resolution during the call.

4. Handling financial hardship

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's Name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. Our records show a past-due balance of [amount]. Are you able to make the full payment today?

Consumer: I’d like to pay, but I’m facing financial difficulties.

You: I’m sorry to hear that. We want to help. Let’s discuss options. Would a partial payment plan work for you?

5. Right Party Contact (RPC) verification

You: Good morning, my name is Richard, and I’m calling on behalf of XYZ Agency. Before we proceed, I need to verify I’m speaking with [consumer's Name].

Consumer: Yes, this is [consumer's name].

You: Thank you. For your security, can you confirm your address or the last 4 digits of your Social Security number?

Consumer: [confirms details].

You: Thank you for verifying. Please note this is an attempt to collect a debt, and any information obtained will be used for that purpose.

6. Dealing with approval problems or second attempts

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. I’m calling regarding a payment for your [product/service], which is currently overdue.

Consumer: I’m sorry, but I haven’t been able to pay because I need to check with my spouse/parent/partner first.

You: I understand. Sometimes, these things take time. Do they have any specific questions about the bill that I can help answer?

Consumer: Not that I know of.

You: Alright, thanks for letting me know. I’d appreciate it if you could follow up with them as soon as possible. Alternatively, we can also give you a call next week around this day and time to see if there are any updates.

Consumer: Sure.

7. Calling on customer’s voicemail

You: Hello! My name is Richard, and I’m calling with regards to a personal business matter. You can reach back to us at this number.

8. Payment already made

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose.

Consumer: But why are you calling? I’ve already made the payment.

You: Oh, I see. Let me quickly check the payment details in our system. Do you recall when you made the payment?

Consumer: I think it was last week.

You: Got it. Thanks for letting me know. I see the payment has been received. I appreciate your promptness. Thank you, and have a great day!

9. When a customer isn’t available

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. Our records show a past-due balance of [amount]. Are you able to make the full payment today?

Consumer: I’m not in a position to make the payment right now.

You: No problem. I understand you must be busy. If it helps, we can process card payments over the phone when convenient for you.

Consumer: I will be free tomorrow and take care of it then.

You: That’s completely fine. I’ll make a note in our system to expect the payment tomorrow. Thank you for letting me know.

10. Collecting or reminding customers of payday loan due date

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. Our records show a past-due balance of [amount].

Consumer: Oh, sorry, I got busy and forgot to pay.

You: No worries. I completely understand that things get busy. Are you in a position to make the payment now?

Consumer: Yes, I can do that.

You: That’s great, thank you!

If the consumer asks for more time.

Consumer: Can I borrow some more time?

You: I understand. However, late payments could affect your credit score and lead to additional fees or other complications. I encourage you to pay as soon as possible to avoid those issues.

11. Offering a settlement

You: Good morning, this is Richard from XYZ Agency. Am I speaking with [consumer’s name]?

Consumer: Yes, this is [consumer's name].

You: Thank you. Just to verify, could you please confirm your date of birth (or last 4 digits of your SSN or your address), so I can ensure I’m speaking with the right person?

Consumer: Yes, my DOB is [or last 4 digits of SSN or address].

You: Thank you for confirming. I’m required to inform you that this is an attempt to collect a debt, and any information obtained will be used for that purpose. Now, I’ve got some good news for you.

Consumer: What’s the good news?

You: We’ve been authorized to offer you a one-time settlement of [amount], which is X percent of your total debt. Since we’ve explored both full payment and payment plan options in our previous conversations, this settlement would clear your entire balance and close the matter. It will remain available for the next [time period].

Consumer: That sounds great!

Conclusion

Effective debt-collection call scripts ensure smooth and professional interactions with debtors. You should continuously refine your scripts according to the specific circumstances of each call. Make sure you’re following all the FDCPA guidelines throughout the process. 

Always be positive while talking to the debtor and provide them with helpful solutions. For instance, if you find their concerns genuine, try making different arrangements like part-time payments or even extending the repayment date.

FAQs (Frequently Asked Questions)

1. What is the collection process?

The collection process works to recover unpaid debts or overdue customer payments. It ensures the customer pays what they owe while staying professional and following legal and ethical rules.

2. What is an example of a collection call script?

An example of a collection call script is -

Hi [Debtor Name], this is [Creditor Name] from [Creditor’s Company]. I'm calling you regarding your overdue invoice [invoice number] for [amount due], which was due on [due date]. I wanted to check in to see if there was any reason for the payment delay and if there's any way we can assist.

3. How do you talk to customers about a collection?

You can follow specific tips to talk to customers on a collection like -

• Use a low-pitched voice.
• Take pauses while speaking.
• Try to speak slower and enunciate.
• Ensure that you pronounce the ending consonants of words and don't slur.
• Avoid chewing gum or drinking when you're on the call.

4. What is the first collection notice?

When debtors aren’t able to pay their invoices on time, creditors send a series of collection letters. The first collection notice politely reminds debtors of the overdue invoice. In addition, it also includes information on how much they need to pay & when they should do so.