Script for Debt Collection Calls: Informational Examples
Below are sample scripts for debt collection calls that comply with FDCPA, TCPA, and other applicable regulations. These scripts are designed to maintain professionalism, adhere to legal requirements, and foster a respectful approach toward consumers.
1. Initial Contact Call (Introduction and Verification)
Purpose: Establish the debtor's identity, verify the consumer, and explain the purpose of the call.
Collector: “Hello, my name is [Your Name], and I’m calling from [Agency Name], a debt collection agency. This is an attempt to collect a debt, and any information obtained will be used for that purpose. Is this [Consumer’s Full Name]? ”
(If Yes) “Thank you. For verification purposes, may I confirm the last four digits of your Social Security number or your date of birth? ”
(Once Verified) “Thank you for confirming. I’m reaching out regarding an account with [Original Creditor]. The current balance on the account is $[Amount]. Do you have a few moments to discuss this? ”
2. Payment Arrangement Discussion
Purpose: Offer solutions for repayment and discuss payment options.
Collector: “Thank you for speaking with me, [Consumer’s Name]. Our goal is to help you resolve this account in a way that works for you. Based on the balance of $[Amount] outstanding balance, we have flexible payment options available. For example, you could pay the full amount today or set up a payment plan. Would either of these options work for you?”
(If Consumer Cannot Pay in Full) “I understand. Let’s explore a payment plan. What amount can you comfortably pay each month to work toward resolving this? If paying the full amount is not feasible, we can also discuss partial payment options to help you manage your finances.”
(Document Agreement) “Great, we’ll set up a payment plan for $[Amount] per month. I’ll email or mail you a confirmation of this arrangement. Payments can be made via [payment methods]. Do you have any questions?”
3. Consumer Dispute or Verification Request
Purpose: Respond to a consumer disputing the debt or requesting validation as part of the debt collection process.
Collector:“Thank you for letting me know, [Consumer’s Name]. I understand you’d like to dispute or validate the debt. Under the Fair Debt Collection Practices Act, you have the right to request this information, and we’ll provide it promptly. I’ll document your request and mail you a validation notice within [timeframe]. Is there anything else I can assist you with today?”
4. Follow-Up Call
Purpose: Remind the consumer of missed payments or follow up on previous contact to ensure effective debt collection.
Collector: “Hello, this is [Your Name] from [Agency Name]. I’m calling as a courtesy reminder about your payment on the account with [Original Creditor], which was scheduled for [Date]. The payment has not been received yet. Are you able to process this payment today, or do you need assistance setting up a new arrangement?”
(If Consumer Needs Assistance) “No problem. Let’s work together to find a solution. What amount are you able to pay today to start resolving this?”
5. Final Notice Before Legal Escalation
Purpose: Notify the consumer of potential consequences without violating UDAAP standards.
Collector:“Hello, this is [Your Name] from [Agency Name]. I’m reaching out as a final courtesy regarding your account with [Original Creditor]. The entire balance of $[Amount] remains unpaid. If we do not hear from you by [Date], this account may be escalated for further action. We want to work with you to avoid this. Can we discuss a resolution today?”
Key Compliance Notes for All Scripts:
- Disclosure: Always state that the call is an attempt to collect a debt and that any information obtained will be used for that purpose. These guidelines are essential for maintaining a professional and compliant collection process.
- Professionalism: Maintain a respectful tone, avoid aggressive language, and listen actively to the consumer’s concerns.
- Time and Location: Ensure calls are made only during permissible hours (8 AM - 9 PM local time) and not to inappropriate locations.
- Consent: Adhere to TCPA guidelines by ensuring proper consent for auto-dialed or recorded calls to mobile numbers.
- Validation: Provide a written validation notice within 5 days of initial contact, if not already sent. Adhering to these compliance notes is crucial for successful debt recovery.
Rebuttals for Debt Collection Call Scripts
Below are common consumer objections and legally compliant rebuttals to help collectors handle calls professionally and effectively while staying within the bounds of FDCPA, TCPA, and UDAAP regulations.
1. "I Can’t Afford to Pay Right Now"
Rebuttal:
"I understand, [Consumer’s Name], and I’m here to help. We offer flexible payment options to fit your current financial situation. Can we explore a smaller monthly payment plan that works for you? What amount can you comfortably afford to pay right now?"
2. "I Don’t Owe This Debt"
Rebuttal:
"Thank you for bringing that to my attention. Under the Fair Debt Collection Practices Act, you have the right to dispute this debt or request validation. I will document your request and send you a validation notice to confirm the details of the account. Once you receive the notice, you can review the information. Is there anything else I can assist you with today?"
3. "Stop Calling Me!"
Rebuttal:
"I understand that you may be frustrated, and I want to respect your preferences. Under the law, you have the right to request no further contact. I can provide you with instructions on how to submit a written request to cease communications. However, before we proceed, I’d like to assist you in resolving this matter. Are you open to discussing options today?"
4. "I’ve Already Paid This Debt"
Rebuttal:
"Thank you for letting me know, [Consumer’s Name]. I’d like to look into this further for you. Do you have proof of payment, such as a receipt or bank statement? If so, you can send it to us, and we’ll investigate immediately. I’ll provide you with our contact information to share the details. In the meantime, let’s verify the account details together to ensure everything is accurate."
5. "I Need More Time to Pay"
Rebuttal:
"I understand that timing can be challenging, and we want to work with you. How much time do you need to arrange payment? We may also be able to set up a payment plan with a smaller first payment to get you started. Would you like to explore that option?"
6. "This Debt Is Too Old to Collect"
Rebuttal:
"I understand your concern, [Consumer’s Name]. While the account may be beyond the statute of limitations for a lawsuit, the balance remains unpaid. We’d like to work with you to resolve this amicably. Even small payments can help bring the account to a positive resolution. Would you like to discuss payment options?"
7. "I’m Working with a Debt Settlement Company"
Rebuttal:
"Thank you for letting me know. If you’re working with a settlement company, I recommend they contact us directly to discuss the account. However, if you’d like, we can still discuss potential settlement options with you to resolve this matter faster. Would you like to review those options?"
8. "You’re Harassing Me!"
Rebuttal:
"I’m sorry if you feel that way, [Consumer’s Name]. Our intention is not to cause you any distress but to assist you in resolving this matter. If you feel our contact frequency is excessive, I’d like to document your preferences and ensure we’re meeting your needs while staying compliant. May we discuss how to move forward in a way that works for you?"
9. "I Need to Talk to My Attorney"
Rebuttal:
"Thank you for informing me. If you have an attorney representing you in this matter, please provide their contact information, and we will direct all future communications to them. In the meantime, if you have any questions or need additional information, I’m here to help."
10. "I Don’t Want This to Affect My Credit"
Rebuttal:
"I understand the importance of your credit score. Resolving this account can help improve your credit profile over time. Would you like to discuss a resolution today so we can work toward a positive outcome for both you and your credit report?"
11. "I’m Not Ready to Commit to Anything Right Now"
Rebuttal:
"I understand, and I don’t want to pressure you. My goal is to provide you with options so you can make an informed decision. Would it help if we set a follow-up date to give you time to review your budget and consider your options?"
12. "Can You Settle for Less?"
Rebuttal:
"We may have options to settle the account for less than the full balance. Let me check what settlement programs are available for this account. If approved, we could resolve the debt with a reduced payment amount. Would you like me to explore this for you?"
Compliance Tips for Rebuttals
Remain Calm and Professional: Avoid escalating situations or showing frustration.
- Empathize with the Consumer: Use language that shows understanding and willingness to help.
- Avoid False or Misleading Statements: Be honest and accurate to comply with UDAAP and FDCPA regulations.
- Document Everything: Record disputes, payment arrangements, or consumer preferences for future reference.
- Would you like these rebuttals tailored for a specific type of debt or scenario?