Outstanding invoices and mounting late payments can be the silent killer in many small businesses. However, collection agents armed with proven and battle tested payment reminder & collection call scripts have succeeded in recovering millions for clients struggling with delinquent accounts receivable balances.
This detailed guide, with free call scripts that you can use today will outline actionable tactics for optimizing collection calls, including:
Follow this battle-tested playbook to significantly improve cash flow with efficient, professional phone-based collection efforts.
Phone calls allow for direct, two-way engagement with customers about owed payments. Industry surveys tell us that phone-based collection efforts lead to 70-80% success rates recovering outstanding invoices, significantly higher than letter or email campaigns.
Direct communication demands response - Calls are more confronting than emails/letters, forcing acknowledgment and answers from customers.
Enables real-time clarification - Misunderstandings can be cleared up instantly over a live phone discussion.
Drives 70-90% collection success rate - Industry research confirms phone collections substantially more effective than written outreach.
By picking up the phone with a targeted collection call script in hand, you can have transparent conversations about resolving late payments - greatly improving outcomes.
Before making collection calls, it’s important to gather key details including:
Review account history & invoice specifics - Arm yourself with key data like dates, amounts due, contact records etc to reference.
Set professional yet empathetic tone - Be assertive but solution-oriented. Avoid desperation or aggression.
Project confidence - Your mindset impacts the call. Enter with positivity and eagerness to find alignments.
Thorough preparation and an authoritative yet constructive mindset lay the foundation for effective collection discussions.
Use when: Payment on issued invoice is past due date.
Your expected outcome: Get commitment from customer on specific payment date/amount.
Preparation: Invoice details (number, amount, services, due date)
High level points you will cover:
- Confirm if invoice received.
- Highlight payment now overdue.
- Empathize with oversight.
- Suggest automated options to prevent future lateness.
- Agree on committed payment date and amount.
Sample script:
You: Hello, I’m calling about invoice 1854 for $500 covering the widget order. It was issued on 1/5 with a due date of 1/19 that has now passed. Did you receive that invoice?
Customer: Yes I have it, but don’t see a payment processed yet for it.
You: Thanks for confirming. I completely understand things can get overwhelmingly busy on your end. To prevent this slipping through cracks in the future, would you be open to setting up recurring automated payments?
Customer: Unfortunately recurring won’t work but I can process this ASAP.
You: Not a problem, let’s get this paid right away then. Can you cover the full amount by tomorrow via wire transfer?
Use when: Customer disputes invoice amount, services, timeline etc.
Your expected outcome: Verify accuracy of records and resolve discrepancies.
Preparation: Invoice specifics, relevant account details.
High level points you will cover:
- If customer correct: Update invoice accordingly.
- If misunderstanding: Reclarify accurate billing details.
Sample script:
Customer: I can’t pay this invoice because our records show different amounts than you have here.
You: I apologize for the inconsistent information. Could you provide the exact discrepancy you see so I can cross-check? Ensuring our documents match is crucial. Customer: We were only charged for half the services listed.
- Customer is correct -
You: You’re completely right, thank you for catching my billing error. Let me reissue the invoice for $750 immediately which should align with your internal records. I appreciate you taking the time to prevent misalignment here!
- Misunderstanding of services -
You: After reviewing, this $1500 invoice accurately reflects the full social media package of services rendered per our agreement - including content creation, community management, and reporting. However, let me resend the scoping document that outlines the details to assist reconciling on your end. Preserving aligned understanding is truly important to me.
Use when: Customer claims invoice was not received
Your expected outcome: Confirm correct contact info and resend invoice promptly
Preparation: Invoice details, originally documented mailing details
High level points you will cover:
- Verify if alternative contact info needed
- Share invoice specifics (number, amount etc)
- Arrange for prompt resending via their preferred method
Sample script:
Customer: The accounting team says they never received invoice 1985 that you referenced.
You: Thank you for notifying me. Our system documented it was sent to Steve.Thompson@acsteel.com - but please confirm the precise email address or alternative contact method I should use to get this to you ASAP.
Customer: Please send to this billing email: AcctPayables@acsteelinc.com
You: Consider it sent! Please advise once it hits your inbox - I want to ensure it reaches your team without further delay. If needed I can overnight a printed copy as well. Let's get this taken care of promptly today.
Use when: Payment stalled internally awaiting sign off.
Your expected outcome: Expedite internal approval process.
Preparation: Have support documents ready to mitigate blockers.
High level points you will cover:
- Offer confirmations/certificates to validate delivery, work completed etc.
- Ask precise questions needed for their approvers.
- Get or confirm an estimate for expected approval date.
Sample script:
Customer: We are unable to pay right now - this invoice is still routing through internal sign offs.
You: Completely understandable - what specific materials could I provide that might accelerate your internal reviews and approvals? Signed delivery acceptance forms? Milestone approval certificates?
Customer: Yes please submit the deliverable sign off sheets to help show our finance team that everything is in order.
You: You got it, sending those now. Once submitted, is there an ETA you could share on when I could expect the go ahead to process payment? Helping smooth the approval procedures is truly important so please leverage me as needed!
Use when: Decision maker / payer unavailable.
Your expected outcome: Identify alternate contacts empowered to resolve payment.
Preparation: Have invoice number, amount outstanding details ready.
High level points you will cover:
- Ask who can make/authorize payments.
- Verify contact info for empowered contacts.
- Stress urgency and need for quick response.
Sample script:
You: I’m following up on getting invoice 1985 paid - could I please speak with Cynthia who typically handles your account payments?
Customer: I’m afraid Cynthia is out of office this week.
You: Thanks for letting me know. Who is the best alternate contact I could speak to today regarding this past due payment while she is away?
Customer: You'll want to contact our controller Mr. Edwards. His email is Edwards@acsteelinc.com.
You: Perfect, consider the invoice sent over to him right away. Given the considerable delay here already, would you kindly stress to Edwards that I'll be reaching out shortly regarding next steps to get this resolved ASAP? Your help is greatly appreciated!
Use when: Customer insists payment already completed
Your expected outcome: Verify status of claimed payment
Preparation: Access customer payment records and invoice details
High level points you will cover:
- Confirm payment amount and date.
- Cross check invoice balance.
- If paid, show gratitude and verify for future.
- If unpaid, stress need for resolution.
Sample script:
Customer: Your records must be behind - we already paid that invoice last week!
You: I apologize for any confusion. Can you confirm when the $2,500 payment for invoice 1985 cleared on your end? I want to cross-check our system immediately so I have the accurate status.
Customer: It was paid last Tuesday via wire transfer.
- If payment received -
You: Thank you for your patience - I was able to verify that payment came over as you said on the 10th clearing that invoice. My records were clearly lagging there! Thanks again for taking the time to clarify on the call today.
- If payment not received -
You: After double checking with our payment system, I don't show that $2,500 wire receipt for invoice 1985 just yet. Perhaps there was an issue in transit on your bank's side. How else could we confirm or trace the payment to resolve ASAP? I want to partner to validate the exact status here.
Use when: Customer cites financial or cash flow limitations.
Your expected outcome: Create sustainable payment plan tailored to customer situation.
Preparation: Flexibility to adjust terms if appropriate.
High level points you will cover:
- Ask what amount they can pay now.
- Discuss realistic ongoing payment timelines/amounts.
- Formalize plan in writing to prevent misalignment.
Sample script:
Customer: Our funds are extremely tight so paying this off in full now is honestly not possible. Can we work something out?
You: Absolutely - we want to be reasonable and workable for your situation. Could you cover $500 today as initial good faith? From there, what do recurring payments of say $750 every 2 weeks seem to work within your constraints?
Customer: Yes $500 today is doable. And $850 every 2 weeks would allow us flexibility.
You: Wonderful, let me formally draft a payment proposal reflecting those details for your team's review so we have clarity. My goal is crafting a plan aligned with your realities while ensuring we receive owed amounts within a reasonable timeline. Does 60 days from today seem fair?
Use when: Customer has repeated history of late payments.
Your expected outcome: Prevent perpetually late payments.
Preparation: Documentation/data revealing trends
High level points you will cover:
- Note this is now a pattern.
- Stress consequences of continuing trends.
- Ask why processes/circumstances changed.
- Get recommitment to avoiding again.
Sample script:
You: Looking back at your account, this represents the 3rd consecutive invoice paid 20+ days after its due date. Prior to March of this year you were consistently on time - what processes or circumstances changed leading to this downward trend?
Customer: We've just been swamped but don't want to continue paying late fees.
You: I completely understand the chaos of growing pains. However given the compounding nature and scale here, further perpetually late payments will force us to reconsider service terms, potentially including suspensions if trends don't improve. I know we equally want to avoid those outcomes - what backup plan or reassurance could you offer me to prevent this pattern continuing?
After reaching a payment commitment during collection calls, the work is not done. A swift follow-up is equally essential to ensure verbal agreements translate to tangible results. Specifically, these three post-call actions create accountability around executing promised installments:
Email summary of payment commitment details - Outline agreed upon instalment amount, dates, payment type to prevent misunderstanding.
Calendar all follow-ups - Schedule reminder calls to verify payments submitted as promised.
Express appreciation for cooperation - Reiterate helpfulness of collaboration and compliance moving forward.
Taking these follow-up steps after securing on-call payment commitments creates accountability on both ends. Don’t allow verbal assurances and obligations to be forgotten.
Delinquent accounts receivable constrain businesses’ growth and resiliency. But by taking the time to make collection calls instead of solely relying on written dunning notices, utilizing proven dialogue scripts, preparing thoroughly, and diligently following-up, agents can dramatically improve unpaid invoice recovery rates.
The above blueprint has been honed over years of learning while we have scaled up what works through trial-and-error in building Paidnice. Now its' your turn to put these scripts into practice alongside your own persistence and professionalism, and watch your company’s financial results transform for the better.
