The establishment of recovery scripts is an essential element of a well-defined recovery policy. Our scripts are designed to guide clients towards settling their debts while maintaining a positive relationship with your company, thus ensuring the preservation of long-term business relationships. They provide clear and consistent guidelines for every interaction with your clients, ensuring that communications remain professional, uniform, and effective.

+Drafting contact and call scripts+:

• Creation of standardized scripts

• For phone calls

  Develop detailed scripts for payment reminders. Our scripts include polite greetings, clear explanations, reasons for the call, open-ended questions to understand the client's situation, and proposed payment solutions.

• For texts, emails, and reminder letters

  Similar to call scripts, written scripts support and complement your communications at each stage of recovery. They are customizable while including key elements such as the amount due, the due date, and payment options, ensuring clear and consistent communication.

• Adapted to situations and days overdue

• First reminders

  Friendly and informative scripts for initial communications, reminding the client of the payment deadline and providing information on payment methods.

• Intermediate reminders

  Firmer scripts, emphasizing the importance of maintaining the business relationship by inviting clients to contact you in case of financial difficulty.

• Final reminders

  Clear and determined scripts for last contact attempts, informing the client of imminent subsequent actions and penalties related to the delay.

• Training and role-playing

• Staff training

  Organize training sessions where staff can practice using the scripts through role-playing. This allows employees to become familiar with the scripts and learn how to respond to various client reactions.

• Adaptability

  Teach employees how to adapt the scripts based on the client's reaction while remaining within the established guidelines. This flexibility allows for effective management of varied and complex situations.

• Objection management

  Integrate pre-established responses to common client objections, helping agents remain professional and advance the conversation.

• Escalation steps

  Guidelines on situations where it is necessary to escalate a case, for example, to a supervisor, legal department, or management, based on the client's reaction or the amount overdue.

• Regular updates of scripts

• Periodic reviews

  Establish a process for regular script review to ensure they remain relevant and effective. Feedback from recovery teams can be used to adjust and improve the scripts.

• Legal compliance

  Ensure that the scripts comply with applicable laws and regulations, respecting client rights while protecting the company's interests.

By choosing CommUnity, you benefit from comprehensive, personalized, and secure debt management, supported by innovative technologies and specialized legal expertise, ensuring optimal results, complete transparency, and support for sustainable growth.