Debt collection call training
A call with a debtor is emotionally demanding for both sides. Practice helps you stay calm, factual and polite even when the other person raises their voice.
This page describes training: practising a call with an AI client. DIRI AI does not evaluate employees, and the outcome of a call is not a basis for decisions about people.
The situation: a call nobody wants to make
You are calling about an unpaid invoice or instalment. The other person is embarrassed, defensive or angry. The goal of the call is to understand the situation and agree a realistic step, not to win.
- The debtor claims they have already sent the payment, or that they never saw the invoice.
- “I have no money right now” is said, followed by silence.
- The other person raises their voice or ends the call.
Typical mistakes
Under pressure, people most often fall back on approaches that make both the call and the relationship worse.
- A raised voice, reproaches, intimidation or threatening a step you do not intend to take.
- Explaining the rules at length before the debtor describes their situation.
- A promise that cannot be kept, just to end the call.
- An undocumented agreement with no date and no amount.
- Telling a third party about the debt, calling unreasonably often, or misstating the amount owed and the consequences of non-payment.
How you practise it in DIRI AI
Practice is for rehearsing tone and the structure of the call. It is not legal advice and it does not replace your company's rules or applicable regulations, for example the ban on aggressive and misleading practices towards consumers and data protection rules.
- Write your own scenario according to the type of receivable and what you are allowed to offer on the call.
- Set the difficulty and choose a client type, for example defensive or angry.
- Practise the opening (introducing yourself and checking that you are speaking to the debtor before you say anything about the debt) and agreeing the next step.
- In the report you will see quoted moments where the call tightened or calmed down, and one recommended change.
- Repeat the call and compare how your reaction to emotion has changed.
A sample from practice
The client is under stress and the call is quickly losing its factual tone.
- You
- Good afternoon, this is Jane from Alfa. Am I speaking to Mr Novak? I am calling about an invoice that is three weeks overdue. May I ask how things stand on your side?
- AI client
- Not again! I told you I would pay, and you keep calling me.
- You
- I understand it annoys you. I do not want to pressure you, I want to agree on something that is realistic for you. When could you pay at least part of it?
- AI client
- Maybe in two weeks, when my customer pays me.
- You
- All right. I will note that you will send an amount by the end of next week and that we will settle the date for the rest then. Do you agree?
- AI client
- I agree. But send me that in writing.
This example is fictional. It is not a transcript of a real call and not a sample of an evaluation output.
Frequently asked questions
Is this page a legal guide to debt collection?
No. It describes training in how to conduct a call. What you may say and do is set by regulations and by your company's rules, which must be followed, for example the ban on aggressive and misleading practices towards consumers and data protection rules.
Does practice teach people to pressure debtors?
No. The emphasis is on a calm, polite and factual conversation and on an agreement that can be kept. Intimidation and misleading statements are not practised.
Can I put details of real debtors into the scenario?
No. Describe the type of situation in general terms. Names, contract numbers and other personal data do not belong in a scenario.
Does the AI client capture emotional reactions?
The AI client reacts to what you say and can be angry or defensive. DIRI AI does not recognise emotions from the voice. The report is based on the call transcript.
Is practice suitable for evaluating collections staff?
No. It is for training. The score is neither designed nor validated for decisions about people.
Practise a difficult call without the pressure
Try one call with a defensive client and read where the tone changed. Free plan: one voice call a day, up to 5 minutes.