Collector - November 2020 - 17

S

cripts have long been a staple of
the collection process, and for
good reason. Used effectively,
they improve the quality and consistency
of collection calls. Scripts can also raise
collectors' confidence and make consumers
feel good about how they are being treated.
Scripting, however, isn't as simple as
developing a few word-for-word scenarios
and expecting every call to fit neatly within
them. In addition, scripts run the risk of
creating collection calls that sound robotic
and lack empathy. Effectively using scripts
requires nuance, flexibility and, most
importantly, substantial training.
"Scripts create empowerment within your
staff," said Mary Shores, CEO and president
of Midstate Collection Solutions and creator
of The Collection Advantage program, in
an episode of ACA International's podcast,
ACA Cast. "If someone knows what to
say, when to say it and how to say it, their
confidence goes through the roof. They're
now creating a conversation that is coming
from a place of empowerment instead of
being told to do a job and being left to their
own devices to decide what to say."
Certain situations are perfectly suited
to word-for-word scripting. Compliance
requirements may necessitate that every
collector delivers a message in the same
precise manner, or a client may require
that specific wording is used to protect
their brand.

COLLECTOR 11.20

17



Collector - November 2020

Table of Contents for the Digital Edition of Collector - November 2020

Collector - November 2020 - Cover1
Collector - November 2020 - Cover2
Collector - November 2020 - 1
Collector - November 2020 - 2
Collector - November 2020 - 3
Collector - November 2020 - 4
Collector - November 2020 - 5
Collector - November 2020 - 6
Collector - November 2020 - 7
Collector - November 2020 - 8
Collector - November 2020 - 9
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Collector - November 2020 - 11
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Collector - November 2020 - 17
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Collector - November 2020 - Cover3
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