When it comes to collection calls, if staffers are consistently missing this benchmark, your firm could be missing out on a serious cash-flow boost.
The average time that a collection call should take: one-minute flat.
Of course, a 53-second call that ends without the slightest hint of future payment doesn’t constitute a successful collection call.
The key to effective collection: making sure staffers keep collection calls in the one minute range and keeping future payees on task.
When customers start going off on obscure tangents or offering ridiculous excuses (I thought paying every 7 1/2 months was okay?), it’s essential to get them back on track — and off the phone — ASAP.
One proven way: Have employees practice a handful of different ways that they can steer errant customers back to the issue at hand — when they’re going to pay.
