Training Bytes

Thanks to Peak Revenue Learning,
provider of KNOWLEDGESOURCE,
for sponsoring this series

Episode 1: What should collectors do when consumers claim they are the victims of identity theft?

Episode 2: What should collectors do when consumers say they can’t make any payment toward a debt?

Episode 3: What should collectors do when they receive an inbound call from someone who is calling because he or she didn’t recognize the number and wants to know what the call is regarding.

Episode 4: What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?

Episode 5: What should the collector say when the consumer is upset with the services originally provided by the creditor?

Episode 6: What should collectors do when consumers say they will repay a debt, but only if it is deleted from their credit report?

Episode 7: What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?

Episode 8: What should a collector do when answering an inbound phone call from a consumer who received a call from the collection agency, but didn’t answer it, and is calling back to see what the call was regarding.

Episode 9: What should the collector do when the consumer appears to be nervous or standoffish when speaking on the phone?

Episode 10: What should collectors do when a consumer calls in and says “I want to buy a house and I need to get this item off my credit report”?

Episode 11: What should collectors say when consumers make the comment that this medical debt can’t be reported on their credit report anymore?

Episode 12: What should a collector do when a consumer wants to stretch out the payments for an unreasonable duration of time?

Episode 13: What should a collector do when a consumer says they don’t have access to their banking information to make a payment?

Episode 14: What should a collector do when a consumer claims that a debt has already been paid?

Episode 15: How should a collector respond when a consumer says, “I am just going to call the original creditor and take care of this with them.”

Episode 16: Dealing with mean and aggressive consumers

Episode 17: “I’m not going to pay this debt because it’s not going to show up on my credit report.”

Episode 18: I thought this debt was going to be covered by my health insurance.

Episode 19: I got a letter in the mail and it says to call if I want to dispute the debt

Episode 20: I got a notice and it says “as of April 28, I owe $453.14.” What can you tell me about it?

Episode 21: The consumer asks if you’re going to sue him/her for the debt

Episode 22: I am on a fixed income and I don’t have anything to spare.

Episode 23: What are the signs to look out for when a consumer may be trying to bait a collector?

Episode 24: How to capture cell phone numbers and email addresses from a consumer when he or she is reluctant or unwilling to provide it?

Episode 25: What should a collector say/do when a consumer claims a debt is not his/hers?

Episode 26: How do you handle a call where the consumer has no idea what the debt is about?

Episode 27. Answering questions about credit reporting.

Episode 28: I can’t pay my debt because I am spending more on gas and food and have nothing left in my budget.

Episode 29: How should a collector respond when a consumer says he or she is waiting for their income tax refund.

Episode 30: How to respond when a consumer says, “I’m not paying this unless it shows up on my credit report.”

Episode 31: What should a collector do after a debt has been verified/validated and the consumer still disagrees about the balance that is owed?

Episode 32: What to do when accused of being mean or rude during a call.

Episode 33: The consumer sounds like he or she is being coached by someone.

Episode 34: The consumer claims to be the victim of identity theft.

Episode 35: The consumer refuses to pay the debt

Episode 36: The consumer uses obscene or abusive language on the phone with the collector

Episode 37: What is the single most important lesson that a new collector must learn?

Epidsode 38: What is the single greatest challenge facing new collectors today?

Episode 39: Can anyone become a great collector?

Episode 40: Where do most training programs fall short?

Episode 41: What made the best collector you ever worked with special?

Episode 42: The most important component of an effective training program

Episode 43: How do I get this off my credit report? 

Episode 44: How to respond to consumers who use ideas they saw on TikTok

Episode 45: How should collectors respond when a consumer says that it’s not a convenient time to talk and the collector should call back later?

Episode 46: How should collectors handle consumers who are mean and confrontational during a collection call? 

Episode 47: What are the best ways for collectors to ask consumers for reviews or feedback?

Episode 48: Responding when a consumer threatens to hire an attorney or file a complaint with the BBB or CFPB?

Episode 49: What is the Most Common Compliance Mistake that Collectors Make When Communicating With Consumers?

Episode 50: What is a Baiting Trap that Many Collectors may not Realize is a Baiting Trap?

Episode 51: How to Handle Mistakes

Episode 52: How can collectors identify when a consumer is disputing a debt?

Episode 53: What skill is most overrated when it comes to being a great collector?

Training Bytes, Episode 54. The best collection call I have ever heard

Training Bytes, Episode 55. When collectors finish their training and start taking live calls, what is the most common part of their training that they forget?

Training Bytes, Episode 56. How do you handle collectors who try to cut corners or bend the rules as much as they can be bent?

Training Bytes, Episode 57: What is the best way to pick up a collector who is struggling?

Training Bytes, Episode 58: How should collectors handle situations where they just can’t come to an agreement with the consumer about a settlement offer or payment plan amount?

Training Bytes, Episode 59: Should an inbound call be handled differently by a collector than an outbound call?

Training Bytes, Episode 60. What should a collector do when a consumer says, “I can’t talk now. Call me back later.”

Training Bytes, Episode 61. What should a collector do after he/she has a difficult call with a consumer? Is there a reset button that they can press?

Training Bytes, Episode 62: When it comes to teaching collectors to interact with consumers, what is the most important skill that collectors need to master?

Training Bytes, Episode 63. Can you be a great collector and have a bad attitude?

Training Bytes, Episode 64. What separates great collectors from good collectors?

Training Bytes, Episode 65. What should a collector say when a consumer says, “I didn’t realize that there was a balance. That should have been taken care of.” 

Training Bytes, Episode 66. If you have a consumer who is reluctant to identify himself/herself and is reluctant to offers to pay/settle the debt, how can a collector get that consumer to engage? 

Training Bytes, Episode 67. The best way for collectors to start a negotiation with consumers.

Training Bytes, Episode 68. What should collectors say if a consumer asks the collector to send an email or text instead of continue the conversation?

Training Bytes, Episode 69. What should a collector do when a consumer says “This debt isn’t mine.”

Training Bytes, Episode 70: What is the ideal tone of voice that collectors should use when on the phone with consumers?

Training Bytes, Episode 71: What is the first step a collector should take to trying to calm down a consumer who is upset or angry?

Training Bytes, Episode 72: What should a collector say when a consumer says, “This debt isn’t going to show up on my credit so I’m not going to pay it.”

Training Bytes, Episode 73: What is the best way to teach a collector to be confident when communicating with consumers?

Training Bytes, Episode 74: If a collector is communicating with a consumer who rambles and keeps going on tangents, what is the best way to try and bring that consumer back to the conversation and move the conversation forward?