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Collectors have a difficult balancing act during calls with consumers — collectors need to be in control of the call, making sure it moves toward the consumer making a payment — while also giving the consumer the chance to say what’s on his or her mind. It can be tough, even for the most seasoned collector, to walk that tightrope and not fall off.

But fear not. A panel of industry experts has been formed to help teach collectors how to be in control of conversations with consumers, even if it doesn’t appear that way.

PANELISTS