In a recent webinar sponsored by Peak Revenue Learning, a panel of industry experts came together to tackle one of the most important and often overlooked aspects of consumer engagement in collections: convincing consumers you’re on their side.
Moderated by attorney Leslie Bender of Eversheds Sutherland, the panel featured veteran industry professionals Dave Avellis, Jeff Schuerman, and Melony Frizzell. Each offered practical insights for ensuring collection calls are collaborative problem-solving conversations.
The Power of the First 30 Seconds
Frizzell, the senior director of training and development at Revco Solutions, stressed the importance of empathy and tone right out of the gate. “We’re talking about people’s two most personal topics, money and health,” she said. “Right away, consumers may feel defensive. That’s why we lead with ‘I want to help you resolve this balance.’ Tone and delivery matter more than scripting.”
Schuerman, a veteran leader in collections and fintech lending, added that compliance language at the start of the call can create a robotic impression if not delivered carefully. “You still need to smile with your voice,” he said. “And once you identify the consumer, move swiftly and warmly into the conversation to humanize the call.”
Avellis, a turnaround specialist with over 40 years of leadership experience, kept it simple: “It’s not what you say, it’s how you say it. Ask, ‘How’s your day going?’ and actually listen to the answer. That sets the tone.”
Active Listening Isn’t Optional
All three panelists emphasized the role of active listening in building rapport and collecting more effectively.
Frizzell described a training technique that simulates distracted versus engaged listening. “When we debrief after, it’s clear how dramatically the consumer’s comfort level changes,” she said.
Avellis added, “If you don’t listen actively, you risk making the call worse. You could miss a consumer saying something deeply personal and respond inappropriately just because you weren’t paying attention.”
Schuerman takes it even further during calibrations. “I literally have ‘shut up and listen’ in the talk-off script,” he said. “It’s like a chess game. You have to give the consumer space to make a move before you do.”
Let the Consumer Vent But Stay in Control
The panel agreed that venting is part of the process, but there must be boundaries.
“Sometimes you have to let the consumer punch themselves out,” said Avellis. “Then you calmly say, ‘I’m still here. I just wanted to listen. Now let me tell you how I can help.’ That moment can turn the entire call.”
But Frizzell cautioned against letting conversations spiral: “We’re not therapists. You can acknowledge emotion. Say, ‘That sounds really frustrating, but you’ve never spoken to me before. Can I try to help?’ and then pivot to solutions.”
Calibration, Coaching, and Culture
Bender steered the conversation into training and culture, where the panelists had strong views.
“Call calibrations are critical,” said Schuerman. “But don’t overwhelm your agents. Let them come to conclusions organically. It sticks better that way.”
Frizzell emphasized leadership culture: “We have to convince our collectors that we’re on their side. When they feel supported, safe, and empowered, they’ll treat consumers the same way.”
Avellis agreed: “The only KPI that truly matters is: how much money did you bring in today? If taking longer on a call results in a resolution or a payment, that’s time well spent.”
Final Thoughts and a Call to Action
The panel closed with a reminder that connection — not confrontation — is what drives success in today’s collection landscape.
“Storytelling, proper closing, and follow-up all matter,” said Frizzell. “Consumers need clarity on what comes next. Wrap your calls like a present, neatly, with care.”
The message was clear: in an industry defined by regulations, performance metrics, and pressure, empathy and human connection remain the most effective tools in a collector’s toolbox.
Check out highlights from the webinar here
