2010 Conference Session

Structuring a Collection Call

In this session you will learn about the 5 major components of a collections call. You will discover where each of these components fit into the call and how they affect your ultimate outcome. The goal is to increase the effectiveness of the collector.

  • Getting there first - This isn't always a technical item. Turn the "Wrong Party Contact" into a "Right Party Contact".
  • Bridging the Gap - How to identify with the individuals problem and make them realize that you are here to help. Find out why the issue hasn't already been resolved.
  • Overcoming Obstacles - Once you know why the issue hasn't been resolved then you can help them find ways to knock down the barriers.
  • Developing the solution - Working together you help them create a solution to the problem. One that works for both of you.
  • Creating a sense of urgency - Help them understand that the problem will not go away until it is resolved. This is the last chance that you have to really drive home the gravity of the issue and the freedom provided by the solution.

We will walk through the steps and provide examples of "the good, the bad and the ugly". At the end of the session you should be able to work with your team and create a "talk-off" that works for you.

Speaker: Wendell Etheridge

Wendell Etheridge is the Executive Vice President of Consulting Services and founder of The Enterprise Consultant, which joined forces with The Eminess Company to form TEC Services Group. He has assisted scores of organizations with implementation projects, testing, training, resource assistance and other needs.

He began his career as General Manager for Stallings Financial Group and later served in various consulting, systems management and integration, and operational positions for Medaphis Services Corporation and NCO Corporation.

Wendell founded The Enterprise Consultant in 1998 to provide expert operational advice and project assistance to accounts receivable companies interested in advancing their corporate skills.