“¡Me pica qué, me rasca aquí! Translated “It itches me here, but you are scratching me there.”

The Quote above is from Judge Million of People’s Court. In the court case, the judge quoted this Cuban phrase, describing a defendant’s avoidance in answering her question, by answering a different question.

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Question avoidance, intentionally or unintentionally, is a common issue in the debt collection process. The agent is seeking specific information that will help him or her collect the debt. Yet they ask a question that leaves the door open for a variety of answers. The individual on the other end of the line ends up providing useless data to the agent.

A debt collection call is much like the job interview process. Many common questions are looking for specific answers, even though the question is vague. For example, it is common to ask an interviewee to, “tell me about yourself.” The manager wants specific work history that relates to the job in question, helping the interviewer to evaluate their work experience. If the applicant responds with places they have lived and their growing up years, this information does not provide valuable insight regarding the type of employee they are. Employers are fortunate that most job applicants understand the questions intent and give the manager what they want, even when questions are obscure.

The collection industry does not work with customers educated in the debt collection process. Consumers require more guidance and handholding, in the form of the right questions. Customers are not typically experienced with the debt collection process, and may be hesitant to cooperate because they don’t want information they provide used against them.

It is the agent’s job to ask quality questions that provide clear guidance on the information they need, and this comes with proper training. Staff training is essential to your business because the agents must remain compliant with regulations, obtain valuable information about the consumer’s financial situation, and bring them into an agreement on a payment arrangement. Those are not the skills of a rookie.

In order to avoid the situation faced by Judge Million, agents must have the grace of a Gazelle with the questioning skills of a lawyer. They must lead the consumer to the conclusion that the agent will help them pay off the debt within their financial constraints and move the collection process forward. Lawyers much like debt collectors must phrase each sentence in a specific manner to increase the likelihood of gathering useful information.

Lighthouse Consulting has almost two decades of experience working with companies just like yours. Their industry experience can train your staff to quickly and efficiently obtain the information required to collect on the debt.

Contact us today to learn how we can increase the efficiency of your staff through proper training.

Phillip W. Duff

Phillip W. Duff the Founder of Lighthouse Consulting was trained in Six Sigma while working for Bombardier Capital in 2001, and is highly successful helping organizations improve their processes using the Six Sigma methodology. Mr. Duff has consulted with numerous companies over the last 10 years and has shown the ability to enact cultural change in a company. He has also initiated programs proven to drive positive revenue growth both as an employee and a consultant. His focus is to help CEO’s with a focus on growth. His knowledge of technology and background in debt collections have combined to help companies automate processes and identify which processes provide profits. Mr. Duff has also developed a unique process of initiating cultural change as a part of developing a revenue-driven atmosphere in a variety of formats. This unique philosophy and technique are unseen to date. His substantial experience in the collection industry, Six Sigma core competency and extensive industry relationships can provide you and your team a matchless perspective into your accounts receivable business or any business strategy.

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