Thanks to Peak Revenue Learning,
provider of KNOWLEDGESOURCE,
for sponsoring this series
Episode 1: What should collectors do when consumers claim they are the victims of identity theft?
Episode 2: What should collectors do when consumers say they can’t make any payment toward a debt?
Episode 3: What should collectors do when they receive an inbound call from someone who is calling because he or she didn’t recognize the number and wants to know what the call is regarding.
Episode 4: What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?
Episode 5: What should the collector say when the consumer is upset with the services originally provided by the creditor?
Episode 6: What should collectors do when consumers say they will repay a debt, but only if it is deleted from their credit report?
Episode 7: What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?
Episode 8: What should a collector do when answering an inbound phone call from a consumer who received a call from the collection agency, but didn’t answer it, and is calling back to see what the call was regarding.
Episode 9: What should the collector do when the consumer appears to be nervous or standoffish when speaking on the phone?
Episode 10: What should collectors do when a consumer calls in and says “I want to buy a house and I need to get this item off my credit report”?
Episode 11: What should collectors say when consumers make the comment that this medical debt can’t be reported on their credit report anymore?
Episode 12: What should a collector do when a consumer wants to stretch out the payments for an unreasonable duration of time?
Episode 13: What should a collector do when a consumer says they don’t have access to their banking information to make a payment?
Episode 14: What should a collector do when a consumer claims that a debt has already been paid?
Episode 15: How should a collector respond when a consumer says, “I am just going to call the original creditor and take care of this with them.”
Episode 16: Dealing with mean and aggressive consumers
Episode 17: “I’m not going to pay this debt because it’s not going to show up on my credit report.”
Episode 18: I thought this debt was going to be covered by my health insurance.
Episode 19: I got a letter in the mail and it says to call if I want to dispute the debt
Episode 20: I got a notice and it says “as of April 28, I owe $453.14.” What can you tell me about it?
Episode 21: The consumer asks if you’re going to sue him/her for the debt
Episode 22: I am on a fixed income and I don’t have anything to spare.
Episode 23: What are the signs to look out for when a consumer may be trying to bait a collector?
Episode 24: How to capture cell phone numbers and email addresses from a consumer when he or she is reluctant or unwilling to provide it?
Episode 25: What should a collector say/do when a consumer claims a debt is not his/hers?
Episode 26: How do you handle a call where the consumer has no idea what the debt is about?
Episode 27. Answering questions about credit reporting.
Episode 28: I can’t pay my debt because I am spending more on gas and food and have nothing left in my budget.
Episode 29: How should a collector respond when a consumer says he or she is waiting for their income tax refund.
Episode 30: How to respond when a consumer says, “I’m not paying this unless it shows up on my credit report.”
Episode 31: What should a collector do after a debt has been verified/validated and the consumer still disagrees about the balance that is owed?
Episode 32: What to do when accused of being mean or rude during a call.
Episode 33: The consumer sounds like he or she is being coached by someone.
Episode 34: The consumer claims to be the victim of identity theft.
Episode 35: The consumer refuses to pay the debt
Episode 36: The consumer uses obscene or abusive language on the phone with the collector
Episode 37: What is the single most important lesson that a new collector must learn?
Epidsode 38: What is the single greatest challenge facing new collectors today?
Episode 39: Can anyone become a great collector?
Episode 40: Where do most training programs fall short?
Episode 41: What made the best collector you ever worked with special?
Episode 42: The most important component of an effective training program
Episode 43: How do I get this off my credit report?
Episode 44: How to respond to consumers who use ideas they saw on TikTok
Episode 45: How should collectors respond when a consumer says that it’s not a convenient time to talk and the collector should call back later?
Episode 46: How should collectors handle consumers who are mean and confrontational during a collection call?
Episode 47: What are the best ways for collectors to ask consumers for reviews or feedback?
Episode 48: Responding when a consumer threatens to hire an attorney or file a complaint with the BBB or CFPB?
Episode 49: What is the Most Common Compliance Mistake that Collectors Make When Communicating With Consumers?
Episode 50: What is a Baiting Trap that Many Collectors may not Realize is a Baiting Trap?
Episode 51: How to Handle Mistakes
Episode 52: How can collectors identify when a consumer is disputing a debt?
Episode 53: What skill is most overrated when it comes to being a great collector?
Training Bytes, Episode 54. The best collection call I have ever heard
Training Bytes, Episode 55. When collectors finish their training and start taking live calls, what is the most common part of their training that they forget?
Training Bytes, Episode 56. How do you handle collectors who try to cut corners or bend the rules as much as they can be bent?
Training Bytes, Episode 57: What is the best way to pick up a collector who is struggling?
Training Bytes, Episode 58: How should collectors handle situations where they just can’t come to an agreement with the consumer about a settlement offer or payment plan amount?
Training Bytes, Episode 59: Should an inbound call be handled differently by a collector than an outbound call?
Training Bytes, Episode 60. What should a collector do when a consumer says, “I can’t talk now. Call me back later.”
Training Bytes, Episode 61. What should a collector do after he/she has a difficult call with a consumer? Is there a reset button that they can press?
Training Bytes, Episode 62: When it comes to teaching collectors to interact with consumers, what is the most important skill that collectors need to master?
Training Bytes, Episode 63. Can you be a great collector and have a bad attitude?
Training Bytes, Episode 64. What separates great collectors from good collectors?
Training Bytes, Episode 65. What should a collector say when a consumer says, “I didn’t realize that there was a balance. That should have been taken care of.”
Training Bytes, Episode 66. If you have a consumer who is reluctant to identify himself/herself and is reluctant to offers to pay/settle the debt, how can a collector get that consumer to engage?
Training Bytes, Episode 67. The best way for collectors to start a negotiation with consumers.
Training Bytes, Episode 68. What should collectors say if a consumer asks the collector to send an email or text instead of continue the conversation?
Training Bytes, Episode 69. What should a collector do when a consumer says “This debt isn’t mine.”
Training Bytes, Episode 70: What is the ideal tone of voice that collectors should use when on the phone with consumers?
Training Bytes, Episode 71: What is the first step a collector should take to trying to calm down a consumer who is upset or angry?
Training Bytes, Episode 72: What should a collector say when a consumer says, “This debt isn’t going to show up on my credit so I’m not going to pay it.”
Training Bytes, Episode 73: What is the best way to teach a collector to be confident when communicating with consumers?
Training Bytes, Episode 74: If a collector is communicating with a consumer who rambles and keeps going on tangents, what is the best way to try and bring that consumer back to the conversation and move the conversation forward?
Training Bytes, Episode 75: If you were to break down the different parts of a collection call — the beginning, the middle, and the end — which do you think is the most important and why?
Training Bytes, Episode 76: How would you deal with a consumer who doesn’t appear interested in paying a debt?
Training Bytes, Episode 77. How should a collector respond when a consumer says “I already told you guys that I didn’t owe this” or “I told you to stop calling me”?
Training Bytes, Episode 78: How should a collector respond when a consumer says “I thought my insurance was going to cover this”?
Training Bytes, Episode 79: What is the biggest mistake collectors make when trying to collect on unpaid medical debts?
Training Bytes, Episode 80. Think of the best collector you have ever worked with. What was it that set him/her apart?
Training Bytes, Episode 81. What is the biggest mistake collectors make when negotiating payments with consumers
Training Bytes, Episode 82: Which stalls/objections are the most difficult to deal with?
Training Bytes, Episode 83: What should a collector do if a consumer refuses to offer more than some minimal amount toward the debt?
Training Bytes, Episode 84: What is the best way for collectors to practice/refine their tone of voice? How do I know what the ideal tone to strike with a consumer?
Training Bytes, Episode 85. How should a collector respond when a consumer says: Why should I pay this? What’s in it for me?
Training Bytes, Episode 86. You can’t hear/understand what the consumer is saying
Training Bytes, Episode 87: How should a collector respond when a consumer says: I need to see something in writing first?
Training Bytes, Episode 88: How should a collector respond when a consumer says: You’re the second/third collector who has called about this. This seems like a scam.
Training Bytes, Episode 89: How to show debtor you are legitimate company
Training Bytes, Episode 90: How to respond when the consumer says, “I never received the merchandise/service”?
Training Bytes, Episode 91: How to respond when the consumer asks why he/she needs to make a good faith payment?
Training Bytes, Episode 92: What is the biggest factor to getting an account resolved on the first call between a consumer and a collector?
Training Bytes, Episode 93: What is the best way to ask for a payment in full from a consumer?
Training Bytes, Episode 94: How do I know what the best tone of voice is to use with a consumer?
Training Bytes, Episode 95: How do you handle a situation where the consumer doesn’t speak much English or where English is not his/her first language?
Training Bytes, Episode 96: How do you leave off a conversation with a consumer if you are not able to get a payment? What is the best way to end that conversation?
Training Bytes, Episode 97: Is there such a thing as being too nice during a collection call?
Training Bytes, Episode 98: What do you say to a consumer who says something like “I saw a video online. You can’t do that” or “I don’t have to pay you because…”
Training Bytes, Episode 99: What should a collector do when a consumer says something like, “I am refusing to pay this debt”?
Training Bytes, Episode 100: What to do when a consumer asks for a statement
Training Bytes, Episode 101: How should a collector handle a situation when a consumer says, “I lost my job and don’t have any extra money to pay this”?
Episode 102: How to respond when a consumer says, “If you don’t stop calling me, I’m going to sue you.”
Episode 103: What is the best way for a collector to ask for a consumer’s feedback or to ask them to leave a Google review?
Training Bytes, Episode 104: If you could go back to your first day and tell yourself one thing about this job that would make the biggest difference, what would it be?
Training Bytes, Episode 105: How should a collector respond when a consumer says, “I got a missed call from this number so I looked online and saw it was for a collection agency. What is this regarding?”
Training Bytes, Episode 106: What should a collector say when a consumer says, “What are you going to do about this? You can’t do anything to me.”
Training Bytes, Episode 107: What is the biggest difference between handling inbound calls and outbound calls?
Training Bytes, Episode 108: How do you handle situations where consumers are doing something that is not entirely professional?
Training Bytes, Episode 109: Getting a consumer to remember a debt
Training Bytes, Episode 110: What are the most important words that a collector should never use during a conversation with a consumer?
Training Bytes, Episode 111. What are some common signs that a consumer may be getting upset and what is the best way to prevent that from happening
Training Bytes, Episode 112. What do you do when a consumer just won’t budge during a negotiation?
Training Bytes, Episode 113. What is the mindset of the most successful collectors?
Training Bytes, Episode 114: How can a collector use every call to build confidence?
Training Bytes, Episode 115: How do you know if you left a consumer better off after the call, even if they didn’t pay?
Training Bytes, Episode 116: What is the most important skill a collector should be practicing daily?
Training Bytes, Episode 117: What does a growth mindset look like in collections?
Training Bytes, Episode 118: What is one thing every collector should do before making a call?
Training Bytes, Episode 119: How do you balance customer service and collections?
Training Bytes, Episode 120: How should a collector respond when a consumer keeps interrupting?
Training Bytes, Episode 121: What should a collector do when the consumer says, “I can only talk for one minute—what do you want?”
isod3-122Training Bytes, Episode 122: How should collectors handle consumers who want to negotiate but refuse to give a reason why they can’t pay the full amount?
Training Bytes, Episode 123: How should collectors handle consumers who get emotional and start crying during a call?
Training Bytes, Episode 124: A consumer says, “I’m recording this and putting it on TikTok/Facebook to show how you guys treat people.”
Training Bytes, Episode 125: How should a collector handle a call from a third party (family member, friend, or coworker) asking about the consumer’s debt?
Training Bytes, Episode 126. When does a consumer’s comment legally become a dispute?
Training Bytes, Episode 127. What collectors misunderstand about cease-and-desist requests
Training Bytes, Episode 128. How should a collector respond when a consumer demands to speak only with a supervisor?
Training Bytes, Episode 129: How should a collector handle a consumer who keeps asking personal questions about the collector (name, location, company details)?
Training Bytes, Episode 130: What should a collector do when a consumer repeatedly interrupts or talks over them?
Training Bytes, Episode 131: The consumer uses “I’m filing for bankruptcy” as a way to end the call, even if they haven’t actually filed yet.
Training Bytes, Episode 132: How should a collector respond when a consumer says, “I filed a complaint with the Consumer Financial Protection Bureau or a state attorney general”
Training Bytes, Episode 133: How do you handle a consumer who has broken every promise to pay that he/she has ever made?
Training Bytes, Episode 134: How hard should you push past no?
Training Bytes, Episode 135: What do you do when a consumer claims that someone else is responsible for the debt?
Training Bytes, Episode 136: How should a collector respond when a consumer says, “I already disputed this with the credit bureau”
Training Bytes, Episode 137: How should a collector handle a call where the consumer is clearly elderly and appears confused or potentially vulnerable?
Training Bytes, Episode 138: How do you handle a situation where a consumer calls in about a debt that is owed by someone who died?
Training Bytes, Episode 139: How do you respond to consumers who complain that a chatbot or email message did not answer their questions?
Training Bytes, Episode 140: How should a collector respond when a consumer claims or makes a comment that he or she is being harassed.
Training Bytes, Episode 141: Breaking down social media comments without inflaming the consumer
Training Bytes, Episode 142: What do you say when a consumer asks if this is AI or a scam and won’t believe you?
Training Bytes, Episode 143: What counts as a revocation, and how best reps can capture and propagate and make sure that they’re marking those accounts when a revocation occurs?
Training Bytes, Episode 144: How to respond when a consumer shares personal circumstances that may or may not affect a debt and how much time or leeway is a consumer given to explain what they’re going through?
Training Bytes, Episode 145: How hard do you recommend collectors to follow up or push past that no? How do you make make them walk that line?
Training Bytes, Episode 146: How to handle consumers when it’s clear English isn’t their first language
Training Bytes, Episode 147: How do you calm consumer down while also getting through the verification?
Training Bytes, Episode 148: How do you advise or recommend collectors respond when a consumer says something along the lines of, “I have no idea what this debt is about or why you’re calling me”
Training Bytes, Episode 149: Do you want consumers who are engaging with AI while they’re talking to a collector?
Training Bytes, Episode 150: How hard or how much do you want the collector to just, to push past that no or to keep trying to collect after hearing no?
Training Bytes, Episode 151: How do you advise collectors respond when a consumer calls to get a debt off of his or her credit report?
Training Bytes, Episode 152: How do you advise collectors respond when a consumer says, “Don’t ever call me when I’m at work”?
Training Bytes, Episode 153: How do you advise collectors respond when a consumer says, “How did you get to telling me I owe that much money?”
Training Bytes, Episode 154: How do you advise collectors respond when a consumer asks if he or she is going to be sued if the debt is not paid?
Training Bytes, Episode 155: What would you say is the most important skill that collectors need to have if they are going to be successful?
Training Bytes, Episode 156: How should collectors respond if a consumer says they can only pay with cash or money order?
