Collector Mindset
What is one thing we cannot teach here?
Mindset
What is the main goal of a collections call?
Collect a payment
Minimum number of collections to bonus
251
Where is Evercare's headquarters?
Scottsdale AZ
AIOA a kid not wanting to go to bed.
(answer)
What should you bring to every call before you even say hello?
Confidence
Two key performance areas collectors are expected to focus on?
What percent brings an account current
75%
Who is the claims manager?
Cass Wilson
How do you overcome an objection
Paint pictures to change their view.
What should you focus on when a customer says "NO"
When is the first time you should assume the payment?
How do you remove a processing fee in walco?
Email them to remove. (What is the email address)
DAILY DOUBLE
DAILY DOUBLE
When creating urgency, how do you tie to real consequence?
Example... (which means if something breaks, you won’t be covered.)
AIOA
Why do customer's pay most times?
Because they understand, felt heard/ understood, and you.
What percent do you max out on the payment escalator scale?
30%
Why do customer's purchase a protection plan?
to be prepared for unexpected repairs
Give an example of creating urgency.
"Let's get this taken care of today"
What separates an average collector from a great collector?
The ability to stay persistent.
What is the difference between asking for payment and assuming the payment?
Assuming moves the conversation toward completing the payment. Asking, your are giving a option for a No.
How many days do you have to reinstate a Zurich policy?
The same week Monday through Sunday (must ask Manager)
Who is the COO of this company?
Lauren Mulvenna
Paint a picture for a customer that says 'I've never used it".
(answer)