Telephone routine for overdue dunning (with voice)

First, the three stages of overdue management:

The first stage: before the deadline-reminder+teaching

This stage is mainly the pre-loan and post-loan management stage. At this stage, under the premise of observing the business process, it is mainly to remind and educate customers. By reminding and educating customers to urge them to repay, overdue can be effectively reduced.

The second stage: pre-overdue-understanding+correction

At this stage, the main task of credit institutions is to understand the reasons for customers' overdue, further investigate and understand customer information on the basis of pre-lending and post-lending, and analyze and evaluate customers' repayment willingness and repayment ability after overdue. At this stage, it is the most ideal and the lowest cost to improve or correct customers' repayment willingness and repayment ability through negotiation, with negotiation as the main factor and pressure as the supplement.

The third stage: the strong harvest stage-pressure, pressure, pressure.

The second stage above is mainly negotiation, supplemented by pressure. At this stage, it is necessary to give priority to pressure, supplemented by negotiation. At this stage, taking certain measures to customers, their business, family and social reputation can effectively improve their willingness to repay passively and force borrowers to repay actively. Generally, pressure is exerted through non-litigation, and if non-litigation fails, pressure is exerted through litigation. If the situation is urgent, you can also consider direct litigation. It is worth noting that even if a lawsuit is filed, non-litigation means of recovery should be used in conjunction with litigation means, so that the effect will be better.

Second, how should I call the first collection phone?

This is the highlight of today. Standardized credit institutions will have a corresponding reminder mechanism before the loan expires to remind customers to repay on time, and inform borrowers of the time and amount of repayment by mobile phone or SMS. Our suggestion is that "calling+texting" is better, and some important businesses can also be reminded in writing.

Once the customer fails to repay the loan on time, as a credit institution, it must contact the customer 24 hours before the deadline, and this contact is mostly telephone contact. This first collection is very important and will set the tone for the whole recovery. If used properly, it can prompt customers to repay quickly. There are several points to be grasped about the first collection.

(a) telephone collection to complete the four core tasks.

There are four core tasks in communicating with customers by telephone.

1. Ask the customer to repay immediately today.

In the first collection call, never ask the customer when it will be returned. We must ask the customer to pay back the money immediately today. "Right away, right away" is an attitude.

2. Understand the reasons for overdue.

If the customer can't pay back the money, he will naturally tell you the reason for the overdue. When understanding the reasons for overdue, pay attention to the customer, write down the main points in the process of listening to the customer, and ask the customer the main points you care about appropriately. Simply put, listen more and remember less appropriate questions.

3. State the pros and cons.

When the customer states the reasons for overdue, don't forget it after listening to the customer's statement. Experienced account managers will step by step, step by step, and tell the borrower the advantages and disadvantages of this process, that is, tell the customer that it is best for the borrower to pay back the money immediately, not to him.

How to state the pros and cons? One of the author's experiences is that some obvious default costs must be conveyed to customers by account managers in a better way.

4. Get the promise of repayment

When customers can return goods, they must make corresponding promises.

(B) the basic process of the first call collection.

As far as credit business is concerned, the first collection call is usually made by the responsible account manager, and the first collection call is generally made according to the following steps:

1, preparation before calling

The responsible account manager must remind the customer to repay the loan on time before the loan expires. If the customer fails to repay the loan on time, the account manager must contact the customer within 24 hours after the loan expires. Make preparations before making a phone call, such as checking the business files, understanding the customer's situation, business situation, understanding the cooperation between the customer and the company, and the previous payment situation, predicting and evaluating the reasons for the customer's overdue in advance, and making psychological preparations and coping measures in advance for the reasons of not finding someone and other reasons for refusing to pay. Make an outline of making a phone call, and you'd better practice it before making a phone call. Only by preparing in advance can we have confidence.

2, the basic steps of making a phone call

Step 1: Confirm the identity of the other party.

Be sure to find the right person. Now everyone has a mobile phone number. If the borrower is a natural person, call the natural person directly. If the other party is an enterprise, it is best to contact the person in charge or the boss directly.

Step two: identify yourself.

If you are particularly familiar with it, the first two steps can be omitted appropriately. In addition, there is another detail. Try not to ask the other party if it is convenient to answer the phone at the beginning. How do you respond if the other party says it is not convenient to answer the phone? Our suggestion is to come straight to the point on the basis of confirming the identity of the other party and showing our own identity, which is different from making an ordinary phone call. The tone should be very urgent, and the momentum should be suppressed, so that customers can feel that we attach great importance to this issue, and we must let customers feel the pressure and our determination to collect money.

Step 3: Ask the customer to repay immediately today.

Show a very firm attitude and ask customers to repay immediately today. Your tone and wording should make customers feel your determination. Never ask the customer when to return it. This is a very common mistake. Keep a calm but firm attitude and be firm in collecting money.

Step 4: Understand the reasons for overdue and make clear the crux.

When we ask customers to pay back immediately today, if customers can pay back today because of unexpected circumstances, such as forgetting to pay back on time, then the problem will be solved. Let's urge customers to explain the benefits and consequences of timely repayment. But if the customer can't repay the loan on time, he will definitely tell you the reason why he is overdue. In this process, let the customer speak. In the process of speaking, don't question the customer. What makes you say that what others say is false? We can assume that the customer is telling the truth and he is not lying to us, and then confirm and verify it.

Step 5: Ask the customer to repay the loan today, and state the pros and cons to him.

No matter what reasons customers give, we still ask customers to repay today and tell them the pros and cons, that is, we must make it clear to customers what are the advantages of timely repayment and what are the disadvantages of not repaying on time. The author suggests that in this process, our account manager must dominate the whole process and rhythm, and some obvious default costs should be informed to customers in an appropriate way in this process. When appropriate, customers can be advised to repay by financing, but remember that this kind of suggestion is usually made after the customer gives a repayment promise. In this process, you should cooperate and let the customer feel that you are thinking of him.

Step 6: Get the repayment promise and end the call.

If the customer can return it today, the matter will be solved. Not today. When will it be returned? How to return it? Is it phased or one-off? The borrower must give a promise. Remember, the call collection must end with the customer's promise. As an account manager, don't rashly agree or disagree with the customer's promise, because account managers generally don't have this right. Tell the borrower that we will report the situation to the company leader and try to meet the customer again to understand the customer's situation.

Step 7: Update the file records.

Step 8: Actively follow up.

According to the telephone collection, arrange follow-up matters. If there is an interview, prepare for the interview and increase the degree of stress if necessary.

Attachment: examples and texts of restoration.

Account Manager: Manager Sun (hereinafter referred to as Sun)

Customer in arrears: Zhang San (hereinafter referred to as Zhang)

Manager Sun made preparations in advance before calling, and dialed the mobile phone number of the borrower Zhang San directly at 10 on the morning of the first overdue day. Because both sides are familiar with each other, Manager Sun omitted the first two steps of recovery.

Call, the phone is connected.

Sun: Manager Zhang, what's the situation over there? Didn't I tell you yesterday that I asked you to repay the loan before I got off work yesterday? I asked the finance department today. Why haven't you paid back your fifty thousand dollars? It's expired. Please hurry up and pay back the money before noon 12.

Note: Our tone and attitude are urgent and we attach great importance to this matter. We require customers to pay immediately today. If they can pay it back today, they will. If not, they will naturally tell the overdue baby.

Zhang: Manager Sun, I'm sorry. One of my clients owes me 60 thousand yuan. It should have been paid to me yesterday, but something happened to him. She said she could give it to me in five or six days. Look, please tell the company and give me another five or six days, and I can return it all in five or six days.

Sun: How many times have I told you? If you don't return it today, it will expire. According to the contract, in addition to the principal and interest, you will also have additional burdens such as penalty interest. In addition, according to our company's system, if you can repay on time, your credit rating will be improved. If the rating is high, the loan will be faster and the interest rate will be lower than others. Once overdue, the lightest punishment is to lower the credit rating. If the overdue period is longer, your future loan application may not be approved. With a bad record, other credit institutions will not lend you any more money. Now it is a valuable resource to get the support of our credit funds. You should cherish it. Do something to pay back the money today. If you return it today, I'll tell the company, so it's not overdue.

Note: Some details about the reasons for overdue can be learned later. From the rhythm point of view, we still ask the other party to pay. At this stage, we have informed our customers of the extra burden and two default costs of microfinance institutions and other institutions. If customers don't pay back the money, they will naturally find some excuses and reasons.

Zhang: Manager Sun, I really don't have any money here. I am an old customer of ours. Don't you believe me? I'll pay my client back as soon as he does, but I really can't afford that much money now.

Note: Again, don't ask the customer. Assuming that what the customer says is true and the customer doesn't have that much money, it is generally unrealistic for you to let him sell things or take things to pay off debts. Then, there is only one choice for him to repay today, that is, to raise funds to repay.

Sun: Manager Zhang, it's not that I don't believe you. We have worked together for many years. You are a good customer of our company and I know who you are. Everyone talks about you with their thumbs up. If you don't pay attention to honesty, your business can't do this. Obviously, we are praising our customers, but in essence, we are explaining to our customers the impact on their reputation once overdue. I want to remind you that at present, we are docking with banks, and now the country pays more and more attention to the construction of credit system. If you leave a bad credit record, buying a house and a car in the future will be affected. I don't know if you have watched the news, but now the punishment for those who owe money to the national team is getting bigger and bigger. I was thinking about you. If your place is really difficult, you can't borrow some money from others and pay it back first Anyway, your client will give you money in a few days.

Note: At this stage, we also conveyed to our customers through appropriate means that our social reputation will be affected and the consequences brought by bad credit records.

Zhang: Manager Sun, I have borrowed it. At the end of the year, everyone is short of money. I really can't borrow it. Don't worry, I'm sure I can return it before work this Friday.

Sun: OK, Mr. Zhang, what about the customer who just owed you money? Tell me more.

Zhang: I need to know more about the reasons for the overdue (omitted)

Sun: If the customer you mentioned has not paid you, how can you pay us back?

Note: This part can inquire about other repayment sources and their operations as appropriate.

Zhang: (omitted)

Sun: I will report your words to the leader. I'll go to your company tomorrow afternoon, and we'll meet and talk. Some things can't be explained by telephone.

(End the call, update the case file and follow up)

Summary:

The above is a summary of the main points of a collection call. Remember the four core tasks to be completed: ask for immediate repayment today, understand the reasons for overdue, state the pros and cons, and get a repayment promise. In this process, we must follow certain processes and steps. When stating the pros and cons, some obvious default costs faced by the other party, including extra burden, refusal of credit by microfinance institutions and other creditors, great impact on social reputation and evaluation, bad credit records, etc., must be conveyed to customers in an appropriate way in combination with their current situation. We must grasp the process and rhythm and guide our customers to follow our rhythm. When the customer refuses to repay due to overdue reasons, don't give up lightly, press hard.

Telephone collection must end with a promise. Pay attention to the tone and wording in this process. Respond to customers' uncooperative and unfriendly behavior in time. Paying off debts is a matter of course. We were born to squeeze each other. Generally speaking, after the telephone collection, they will come to know each other's situation. Door-to-door collection can be roughly divided into three categories: door-to-door confirmation, door-to-door search, and door-to-door default. The first telephone collection+confirmation of door-to-door collection is our most commonly used collection combination. Some details about door-to-door collection will be shared with you in later articles.

Next, let's think about a question: when you tell the customer about the extra burden, the huge impact on social reputation and evaluation, and the bad credit record, if you tell him these things in the next collection, will his pressure increase? In practice, when pressure is the main stage, in order to make customers feel pressure, besides talking, certain measures should be taken, which mainly focus on three aspects: business, family, reputation and evaluation. The next question is, how to reasonably and legally influence the customer's business, family, reputation and external evaluation?

Thank you for reading here.

I wish the students who are in debt pay off their debts as soon as possible and live a relaxed life!

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