How to charge by phone

[olivia25]

How do I collect payments over the phone? This is one of the most confusing and uncomfortable questions for those who work in a Call Center. To know how to overcome uncomfortable situations and collect payments efficiently, it is necessary to develop strategies.

This is because, just as consumers have a series of rights belgium telemarketing list provided for by law, merchants also have legal protection standards. From this perspective, agents must be attentive and follow a series of protocols so that collections are carried out within the laws provided for and are effective.

Default can be caused by several reasons: the customer's expectations are broken when they see that the product/service was not delivered as agreed, forgetting the payment date, the customer's lack of financial organization, etc.

That's why we've prepared a material with some tips for you who want to collect efficiently, generating results for the most varied factors that generate debt. Follow along and stay up to date on how to collect debts over the phone.

Know the customer profile
The main difference in “human” service, that is, provided by an operator, is that you can personalize it according to the customer’s profile. It is of fundamental importance that aspects of your business’s personas are outlined and then studied, so that relationship strategies can be created and executed.

Profiles will vary according to the amount and duration of the debt, frequency of default, length of contract, etc. From there, a solution can be studied for that specific profile and also how to collect over the phone. It is important that the agent is aware of what advantages can be offered and in what situations.

Find out information about the consumer and the debt
Moments before the operator makes the call, they need to have the consumer and debt information at hand. This is because knowing more about what they are dealing with provides support for the operator, who can answer questions and counter untruths and arguments in the best possible way.

That is why it is very important that the company's database is always kept up to date, thus avoiding uncomfortable situations and missed opportunities. An advantageous alternative to manage this data is to integrate the dialing platform with CRM, facilitating and speeding up the operation.

Guide your team
It is essential that you educate your team about the Consumer Protection Code, so that they are aware of the rights and duties of the customer. The guidance should also be aimed at providing light and subtle service. This will avoid possible conflicts and disagreements with the customer, who is already in an uncomfortable situation.

Have empathy
Knowing how to put yourself in the customer's shoes is often the key to successfully collecting debts over the phone. After all, many people have been in situations of default. Therefore, giving the impression that you understand the situation and are willing to help the customer is extremely important. Try to create an environment of safety and trust.

Ask open-ended questions
Try to avoid yes or no questions. Since you need to get as much information as possible, try to get close to the customer. Most of the time, people who are in debt avoid talking, but the difference lies in how you conduct the conversation in order to extract information.

Avoid confrontations
Try to avoid confrontations as much as possible, but be careful not to be manipulated. Try to think things through and see if the excuse given by the customer is true. Always remember not to rush into judgment and cause even bigger problems.

[yadaysrdone]

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