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Overcoming Objections in Collections

In a call center service involved in collections, overcoming objections is one of the most important aspects of communications to effectively collect debts or receivables. There are basically three ways to overcome or eliminate objections, namely to admit or agree with objection, object or deny objection or use objection as question.

An agent can admit to the objection by simply agreeing with what the customer says. This is especially used if the objection is reasonable like when the customer loses a job and thus has no means to pay for his bills. In which case, the agent can simply admit to objection by saying I understand but continue explaining the need for the customer to pay. The idea here is for the customer to realize that one is not exempt for paying bills just because he lost a job.

The second way to overcome objection is to deny or refute objection. This is especially use for objections that are untrue or foolish like when the customer tells that the agent he was given a moratorium of five months of not paying bills up until he finds a job. Apparently, there is no such policy that is created to that effect. In which case, the agent can object to the objection and explain the right policy when it comes to collection.

Finally, one can overcome objection by using it as a premise for returning back a question. In which case, the agent lets customer answer his own objection. For instance, an objection of I don’t have money, the agent can ask for some relatives who have money right now, from whom the customer can borrow for a while to cover his bills. In which case, it is important for the agent to be well familiar with the different substitute payment plan available for the customer so that one can accommodate ability to pay. One should therefore be ready to be flexible in order to squeeze payment from the customer.

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