Asking for money is not everyone’s cup of tea but at Tasmanian Collection Service our staff are well trained to do just that. Part of ensuring our success is recruiting the right people for our roles and we’ve found that there are some traits that are particularly suited to Debt Collection.
1. The Ability to Think Logically
Being able to look at a situation logically and to break it down into smaller pieces and to action accordingly can often be the difference between collecting or not collecting the debt. For example, looking at why the debt has not been paid and determining if the customer is in a “can’t pay situation” or a “won’t pay situation” helps our collectors to determine the best approach.
2. Excellent Customer Service skills
Showing empathy & understanding goes a long way to building a relationship with a debtor. Being approachable is paramount to our success. Our customers often find themselves in financial difficulty and feel overwhelmed by their situation, so doing that little bit extra to help someone can make all the difference in keeping the communication lines open.
3. Tenacious
In our line of work it’s important that we don’t leave any “rock unturned”, so to speak, so we need to make sure our people are results focussed so that they will work hard to collect your debt.
4. Great Communication Skills
Being able to negotiate and communicate with different people on many levels is a daily challenge for all our collectors, but one they do well. Our system is designed so that a collector who has worked with a customer previously will be automatically assigned to handle any subsequent debts lodged building on the rapport that has already been established.
5. A Professional Mindset
Our collectors handle many matters each day and sometimes they can be from very irate people. Being able to remain professional, not to take anything personally and to show empathy is imperative for a positive outcome. Putting themselves into the other person shoes for a moment to try to understand where the other person is coming from often turns the situation into a win for everyone and achieves the best possible outcome for you.