When you get the declines of payments that didnt approve, Sandy sends them through, can you make a couple of days a week where you schedule a time specifically to call the declines. You can call them as soon as you get the declines, but if they don’t answer, put them into TW and make sure you follow up. Leave them in TW until you get a response.
Below we have some script/process for you to follow, so what to say if they are on the phone, what to say when you leave the first message, 2nd message etc.
That way you know where you’re at with each one and what you should be saying, whether that’s about getting new card details or sending them to collections. And also allows someone else to pick up where you left off if need be
Call 1 – phone 1st time and connect (script)
Call 2 –Phone if need to follow up to get further details after call 1 (script)
Call 3 – Phone and don’t connect (script)
Call 4 – Phone to follow up after leaving message (script)
Call 5 – Phone to let know they are going to collections if don’t hear from them by DATE (script)
Call 6 – Phone to let them know their account is being sent to collection on DATE (script)