How to Talk to a Collection Agent
A collection agency’s job is to get money from people who haven’t paid their bills as scheduled. The people who are employed as collection agents are as varied as they are in any other business, although the turnover rate for collection agents who do not like dealing with people and who do not like being aggressive is more than likely higher than for those people who enjoy the thrill of the chase. Either way, there is no telling what type of person you will wind up speaking to when you’re contacted by a collection agency.
In other words, there is no secret tactic for getting collectors to be as benevolent as possible. It’s unrealistic to make the claim that all collectors are aggressive and therefore a passive response is best, or that all collectors hate their jobs so the best thing to do is to be as nice as possible to lighten up their otherwise miserable day. The truth is that some collectors love their jobs, some tolerate their jobs, and some detest their jobs. Each collector has an individual personality.
Instead of trying to figure out how to butter up a collector, think of how you can make the conversation as productive as possible. Collectors have the ability to reduce the amount of money you owe, delay payments, and to forgive fees. Is this the type of person who you want to scream at over the phone?
Here are some tips for talking to collection agents:
Be nice. This isn’t to say that you should bend over backwards to someone who is bordering on rude, but you need to remain composed at all times. Don’t take your anger out on the collection agent. Stay cordial and use the conversation as an opportunity to work out a payment plan or to reach a settlement on the amount you owe.
Don’t take it personally. Remember that the person on the other end of the phone is someone who is simply doing a job, and not someone who has a personal interest in your finances. Some collectors use a tactic that includes trying to scare you into paying or instead making you angry enough to pay just to get rid of the collector. These people aren’t out to get you; they are just doing a job.
Suggest a solution. If you can afford to pay the debt, pay it and be done with it. If you can’t afford to pay the debt, ask the collector what else can be done. Can you make payments? Can the total amount of the debt be reduced? Can some of the fees be waived? The collector is calling you to try to get money, so have a conversation to figure out the best way to solve the problem.
Don’t lie. Don’t tell the collector that your check got lost in the mail if you never sent a check. Don’t promise to send a payment if you aren’t going to send it. If you simply don’t have the money to send the collector, be honest. You might be surprised at the solution the two of you can come up with as long as you are honest about your financial situation.
Don’t take rudeness with a smile. Just because you owe money to a collection agency it doesn’t give collectors license to be rude or threatening to you. If a collector crosses the line, speak to a manager. Being delinquent in your bills doesn’t make you a lesser person, and you shouldn’t be treated as such.
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