Tricks for overdue collection calls (with phrases included)

1. Three stages of overdue management:

The first stage: before overdue - reminder + instruction

This stage is mainly pre-loan and loan In the post-management stage, in this stage, on the premise of complying with the business process, the main focus is to remind and educate customers, and to promote repayment by reminding and educating customers, effectively reducing overdue payments.

The second stage: Pre-overdue period - understanding + correction

At this stage, the main task of the credit institution is to understand the reasons why the customer is overdue, and needs to provide pre-loan and post-loan information. Based on this, we will further investigate and understand the customer's information, and analyze and evaluate the customer's willingness and ability to repay after the due date. At this stage, negotiation is the main method and pressure is supplemented. If the customer's repayment willingness and ability can be improved or corrected through negotiation, it is the most ideal and the lowest cost.

The third stage: the strong collection stage - pressure, pressure, pressure

The second stage above is mainly negotiation, supplemented by pressure. Wait until this stage , it is necessary to shift to exerting pressure as the mainstay and consultation as the supplement. At this stage, taking certain measures against customers, their business, family, social reputation, etc. can effectively improve their passive willingness to repay, so that borrowers are forced to repay proactively under pressure. Generally, non-litigation methods are used to exert pressure first. If non-litigation is not enough, then litigation is considered. If the situation is urgent, you can also consider filing a lawsuit directly. It is worth noting that even if a lawsuit is filed, non-litigation recovery methods should be used in conjunction with litigation methods, so that the effect will be better.

2. How should you make the first collection call?

This is the highlight of today. Well-regulated credit institutions will have corresponding reminder mechanisms before the loan expires, reminding customers to repay on time through mobile phones or text messages and informing borrowers of the repayment time. and amount. We suggest that the "phone call + text message" method is better. For some important business, written reminder letters can also be used.

Once a customer fails to repay a loan on time, as a credit institution, it must contact the customer 24 hours before the overdue date, and in most cases this contact is by phone. This first collection call is very critical, as it will set the tone for the entire collection. If used properly, it can prompt the customer to repay the loan quickly. There are several key points to grasp regarding the first collection call.

(1) Four core tasks must be completed during phone collection

Four core tasks must be completed when communicating with customers over the phone.

1. Ask the customer to repay immediately today

In the first collection call, never ask the customer when can he pay back? Customers must be required to repay immediately and immediately. "Immediately and immediately" is an attitude.

2. Understand the reasons for the overdue payment

If the customer cannot pay back the money, they will naturally tell you the reason for the overdue payment. When understanding the reasons for the overdue payment, pay attention to listening to the customer. Pay attention to note down the key points during the process, and ask the customer appropriately about the key points that you are concerned about. To put it simply, listen more and remember less about appropriate inquiries.

3. State the pros and cons

When the customer states the reason for the overdue, don’t just listen to the customer and forget about it. An experienced account manager will press on you step by step. Step by step, the customer is still required to repay the loan. In the process, the borrower is told the pros and cons, that is, it is best for the borrower to pay back the money immediately, and it is not good for him not to pay back the money.

How to state the pros and cons? One of the author’s experiences is that account managers must convey some obvious breach costs to customers in a better way.

4. Obtain a commitment to repay the loan

The customer must have a corresponding commitment as to when he or she can repay the loan.

(2) Basic process of the first collection call

As far as credit business is concerned, the first collection call is usually made by the responsible account manager. The phone call generally follows the following steps:

1. Preparation before the call

The account manager in charge must remind the customer to repay the loan on time before the loan is due. If the customer fails to repay the loan on time, , the account manager must contact the customer within 24 hours after the due date.

Make preparations before making a call, such as checking the business file, understanding the customer's situation, the business situation, understanding the cooperation between the customer and the company, past payment status, predicting and evaluating the reasons for the customer's overdue payment in advance, and identifying problems in advance. Be mentally prepared and respond to people and other reasons for refusing to pay. Make an outline for the call, and it’s best to practice it before making the call. Only by preparing in advance can you be confident.

2. Basic steps for making a phone call

Step 1: Confirm the identity of the other party

Be sure to find the right person. They all have mobile phone numbers now. If the borrower is Natural person, call directly to the natural person. If the other party is a company, it is best to contact the person in charge or the boss directly.

Step 2: Identify yourself

If you are particularly familiar with it, you can omit the first two steps. In addition, there is another detail. Try not to ask the other party whether it is convenient to answer the phone at the beginning. If the other party says it is not convenient to answer the phone, how will you respond? Our suggestion is to go straight to the topic after confirming the identity of the other party and identifying yourself. This is different from making an ordinary phone call. The tone should be very urgent, the momentum should be suppressed, and the customer should feel that we attach great importance to this issue. We must make the customer feel the pressure and our determination to collect payment.

Step 3: Ask the customer to repay immediately today

Show a very firm attitude and ask the customer to repay the loan immediately today. Your tone and wording should make the customer feel As long as you are determined, never ask the customer when can he pay back the money? This is a very common mistake. Maintain a calm but resolute attitude when collecting money.

Step 4: Understand the reasons for the overdue payment and clarify the crux

When we require the customer to repay the loan immediately today, if the customer fails to repay the loan on time due to unexpected circumstances, such as forgetting to repay the loan on time, If you can repay the loan today, then the problem is solved. We can urge the customer again and explain the benefits of repaying the loan on time and the consequences of not repaying the loan on time. But if the customer cannot repay on time, he will definitely tell you the reason for the overdue payment. During this process, let the customer speak. During the process of the customer speaking, do not question the customer. Why do you say that what they say is false? We can assume that what the customer said is true and that he did not lie to us, and then confirm and verify it later.

Step 5: Still require the customer to repay the loan today and describe the pros and cons to them

No matter what the customer says, we still require the customer to repay the loan today and explain it to them. The pros and cons, that is, you must clearly explain to the customer the benefits of repaying the loan on time and the disadvantages of not repaying the loan on time. The author suggests that in this process, our account managers must lead the entire process and rhythm, and some obvious default costs should be informed to customers in appropriate ways during this process. When appropriate, the customer can be advised to repay through financing, but remember that this advice is generally made after the customer has given a repayment commitment. In this process, you must adopt a cooperative attitude and make the customer feel that you are thinking about him.

Step 6: Get a commitment to repay and end the call

If the customer can pay back today, the matter will be resolved. If I can’t pay it back today, when can I pay it back? How to pay it back? Is it an installment or a one-time payment? Borrowing customers must give a commitment. Remember, phone collection must end with the customer's commitment. Regarding the customer's commitment, as an account manager, do not agree or disagree rashly, because the account manager generally does not have this authority. Inform the borrower that we will report the situation to the company leaders, and try our best to arrange an interview with the customer to understand the customer's situation.

Step 7: Update the case file records

Step 8: Actively follow up

Arrange follow-up matters based on the phone collection situation. If an interview is scheduled, conduct the interview well. Prepare for signing and, if necessary, increase the level of pressure applied.

Attached: Examples and techniques of recovery

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

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

Manager Sun made corresponding preparations in advance before making the call, and directly dialed the mobile phone number of the borrower Zhang San at 10 a.m. on the first day of overdue payment. Manager Bu Sun omitted it.

Dial the phone and the call goes through.

Sun: Mr. Zhang, what is your situation? Didn’t I tell you yesterday that I asked you to repay the loan before getting off work yesterday? I asked the finance department today why you haven’t paid back the fifty thousand yuan. You are already overdue. Hurry up. 12 noon Pay the money back before clicking.

Note: Our tone and attitude are very urgent, and we take this matter very seriously. We require customers to repay immediately today. If the customer can pay back today, he will naturally pay back. If he cannot, Naturally, he will talk about the overdue Nascent Soul.

Zhang: Manager Sun, I'm sorry, one of my clients owes me 60,000 yuan. She originally promised to pay it to me yesterday, but something happened to him, and she said she would give it to me in five days. You can give it to me in six days. Look, tell the company and give me another five or six days. I can pay it all back in five or six days.

Sun: How many times have I told you, if you don’t pay back today, it will be considered overdue. According to the contract, in addition to repaying the principal and interest, you will also have additional burdens such as penalty interest and 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 issued faster and the interest rate will be lower than others. Once you are overdue, the lightest penalty is to have your credit rating lowered. If you are overdue for a longer time, your future loan applications may not be approved. With a bad record, other credit institutions will no longer lend to you. The support of our credit funds is a very precious resource. You must cherish it. Think of a way to pay it back today. If you still come in today, I will tell the company and you will not be considered overdue (whether it is considered overdue will be determined according to the company's policy).

Note: Some details about the overdue reasons can be understood later. In terms of rhythm, we still require the other party to pay. At this stage, we will bear the additional burden of refusing credit to microfinance institutions and other institutions. These two default costs have been informed to the customer. If the customer still does not pay back the money, he will naturally find some excuses and reasons.

Zhang: Manager Sun, I really don’t have any money here. I am also an old customer of ours. Don’t you believe me? As long as my customer returns the money to me, I will do it immediately. Pay back the money, but I really can’t afford that much money now.

Note: Again, don’t question the customer. Assuming that what the customer says is true, the customer doesn’t have that much money. It’s generally unrealistic for you to ask him to sell things or use things to pay off debts. Then Next, if you want him to repay the loan today, there is only one option, and that is to raise funds to repay the loan.

Sun: Manager Zhang, it’s not that I don’t believe you. We have been cooperating for many years. You are a reputable customer of our company. I also know your character. Everyone talks about you with thumbs up. , if you are not honest, your business will not be like this. (Obviously I am praising the customer, but in essence I am also explaining to the customer the impact on their reputation if it is overdue) I would like to remind you that we are currently connected to the bank, and now the country is paying more and more attention to the construction of the credit system. , if you leave a bad credit record, buying a house, buying a car and other aspects will be affected in the future. I don’t know if you’ve seen the news, but now the penalties for people who don’t repay the money owed by the national team are becoming more and more severe. (You can expand here based on the appropriate situation) I am thinking of you. If you are really in difficulty, you can't just ask someone else to borrow some money and pay it back. Anyway, your customer will give you the money in a few days.

Note: At this stage, we have communicated to customers in appropriate ways the impact on social reputation and the consequences of bad credit records.

Zhang: Manager Sun, I have already borrowed it. Now at the end of the year, everyone’s funds are tight, so I really can’t borrow it. Don't worry, I'll definitely be able to pay it back before I get off work this Friday.

Sun: Okay, Mr. Zhang, what is the situation of the customer who owes you money you just mentioned? You tell me again.

Zhang: We need to learn more about the reasons for the overdue payment (omitted)

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

Note: In this section, you can appropriately inquire about other sources of repayment and make appropriate inquiries about their operating conditions.

Zhang: (omitted)

Sun: I will report the situation you mentioned to the leader. I will come to your company tomorrow afternoon and we will meet and chat. There are some things that I can’t explain over the phone. .

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

Summary:

The above is our summary of the key points of a collection call, remember to complete it The four core tasks: require immediate repayment today, understand the reason for overdue payment, state the pros and cons, and obtain a repayment commitment. Certain processes and steps must be followed in this process. When stating the pros and cons, some obvious default costs faced by the other party include additional burdens, refusal of credit by microfinance institutions and other creditors, and social reputation and evaluation will be significantly affected. , Bad credit records must be communicated to the customer in an appropriate way at this stage based on the customer's situation. We must grasp the process and rhythm and guide the customer to proceed at our pace. When a customer states the reasons for overdue payment and refuses to repay, don’t give up easily and press forward step by step.

Telephone collection must end with a promise. Pay attention to the tone and wording during the process. Respond promptly to uncooperative and unfriendly behavior of customers. Repaying debts is a matter of course. We are here to help. Just press the opponent's head. Generally speaking, after making a collection call, they will visit the other party to understand their situation. Door-to-door collection can be roughly divided into three categories: confirmation visit, search visit, and breach of contract visit. First phone collection + confirmation visit is our most commonly used collection combination. We will share some details about door-to-door collection with you in a later article.

Next, let’s think about a question: when you tell us the extra burden, the refusal of credit by microfinance institutions and other creditors, the significant impact on social reputation and evaluation, the bad credit record and other default costs. If you tell the customer this next time you collect money, will his pressure increase? In practice, when the stage of exerting pressure is the main one, if you want to make customers feel the pressure, in addition to speaking, you must also take certain measures, and these measures mainly focus on three aspects: affecting the customer's operation, affecting the customer family, reputation and evaluation of customers. The next question is, how can we reasonably and legally affect the operation, family, reputation and external evaluation of customers?

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