https://youtu.
be/cCfeWx21QhE
Title: Collection Call Script - BFSI BDE
Introduction:
BDE: Hello, may I speak with [Customer's Name], please?
Customer: Yes, speaking. Who is this?
BDE: Good [Morning/Afternoon], [Customer's Name]. My name is [Your Name], and I'm
calling from [Your Company]. I'm a Business Development Executive (BDE) handling
collections. How are you today?
Customer's Response:
Option 1 - Customer is receptive:
Customer: I'm doing fine, thank you. How can I assist you?
Option 2 - Customer is hesitant:
Customer: What is this regarding? I don't recall any pending issues.
Option 3 - Customer is unhappy or defensive:
Customer: Why are you calling me? I've already made the payment.
BDE: (Option 1 - Customer is receptive) That's great to hear, [Customer's Name].
The reason for my call is to discuss a pending payment or outstanding balance on
your account with [Your Company]. I want to ensure we resolve any remaining
concerns you may have.
BDE: (Option 2 - Customer is hesitant) I completely understand, [Customer's Name].
We value your time, and it's essential to us that we maintain a transparent and
open relationship. I believe there might be a pending payment or an unresolved
matter regarding your account, and I'm here to assist you in finding a solution.
BDE: (Option 3 - Customer is unhappy or defensive) I apologize for any confusion,
[Customer's Name]. It seems there might be a miscommunication or an error in our
records. I'm here to help clarify the situation and work towards a resolution that
satisfies both parties.
Addressing the Issue:
BDE: Could you please confirm if you are aware of any pending payment or balance on
your account with [Your Company]? It's important for us to provide accurate
information and resolve any discrepancies promptly.
Customer's Response:
Option 1 - Customer acknowledges the issue:
Customer: Yes, I remember there was a pending payment. I apologize for the delay.
Option 2 - Customer denies the issue:
Customer: I've already made the payment. I'm not sure why it's showing as pending.
Option 3 - Customer provides additional information:
Customer: I made the payment, but it seems there was an issue with the transaction.
It should have been processed by now.
BDE: (Option 1 - Customer acknowledges the issue) Thank you for confirming,
[Customer's Name]. I appreciate your honesty. Let's work together to resolve this
matter as quickly as possible. May I ask if you recall the payment amount and the
date when it was due?
BDE: (Option 2 - Customer denies the issue) I understand your concern, [Customer's
Name]. It's possible that there was a delay or a processing error. To ensure we
have the most accurate information, would it be alright if I check our records
again and verify the payment status?
BDE: (Option 3 - Customer provides additional information) I apologize for the
inconvenience, [Customer's Name]. It appears there might have been a technical
glitch or an error during the payment processing. Rest assured, I will investigate
this matter further to identify the issue and assist you accordingly.
Finding a Resolution:
BDE: (Option 1) If you have the payment details handy, such as the transaction
reference number or any supporting documentation, it would be beneficial for me to
have those details. I can then update your account and ensure a swift resolution.
BDE: (Option 2) I appreciate your understanding, [Customer's Name]. Let me review
our records and investigate this further to ensure everything is accurate. If it's
alright with you, I may need to
gather a few additional details for our investigation.
BDE: (Option 3) I understand the inconvenience caused, [Customer's Name]. Rest
assured, I will personally escalate this matter to our payment processing team. We
will thoroughly investigate the issue and keep you updated on the progress until
it's resolved.
Closing the Call:
BDE: Thank you for your cooperation and understanding, [Customer's Name]. Resolving
this matter promptly is our priority. I will personally follow up with you within
[specific timeframe, e.g., 24-48 hours] to provide you with an update or to gather
any additional information if required.
BDE: Is there anything else I can assist you with today, [Customer's Name]?
Customer's Response:
Option 1 - Customer has additional queries or concerns:
Customer: Yes, I have a few more questions regarding my account.
Option 2 - Customer doesn't have any further questions:
Customer: No, thank you. I appreciate your assistance.
BDE: (Option 1) I'm glad you reached out, [Customer's Name]. Please feel free to
ask any questions you have, and I'll be more than happy to address them.
BDE: (Option 2) You're welcome, [Customer's Name]. Should you have any further
concerns or questions in the future, please don't hesitate to reach out to us. Have
a great day!
Note: Throughout the conversation, maintain a polite and empathetic tone, actively
listening to the customer's concerns and providing reassurance. Remember to adhere
to company policies and guidelines while conducting collection calls.
