If you’ve got overdue invoices and wondering how to make a collection call or what to say when your customer answers the phone, you’ve come to the right place. At Dynavistics, we develop accounts receivable management software that helps our customers manage invoices and get paid on-time. In this article, we’ll share some of our best collection call scripts and examples that you can steal and put to work in your business.
The First Collection Call Script
If you’re following the collections strategy we’ve provided in previous articles, you’d be making this first collection call about 15 days after the original due date of the invoice. This is often referred to as a courtesy call since the invoice is just a bit past-due and you don’t want to say anything accusatory or overly aggressive during the first call.
Here’s an example:
Hello, this is [your name] with [your company name]. To whom am I speaking?
{Client answers}
Hi, [client’s name]. I’m calling to follow up on [invoice #__________] for [$ __________], which seems to be [XX] days past due. I wanted to ensure there isn’t a problem with the invoice and, if everything’s in order, find out when payment will be made.
{Client states that there is a problem}
Well, I’m sure I can get you to the right person to take care of the problem, if it’s not me. What’s the issue?
{Client replies with details. Depending on the situation, solve it immediately or refer to the person who can}
OR
{Client answers there is no problem and that the check will be sent that day}
Thank you. I’ll look for the check in the mail over the next few days. Our terms are net [XX], and we try to keep our customers’ accounts in good standing so they can take advantage of the credit we’ve extended. We also accept payment via credit card, ACH, or wire transfer. Would you like me to send you instructions for another method?
OR
{Client answers with no problem, but the payment is scheduled for later or not at all}
I'm sorry to hear that. Our terms are net [XX], and this invoice is now [XX] days old. Is there a way to expedite this payment and get it in the mail today? We also accept payment via credit card, ACH, or wire transfer. Would you like me to send you instructions for another method?
💡 Want More Detailed Guidance? Check out How to Write the First Collection Call Script
The Second Collection Call Script
The second collection call is usually necessary when the invoice is about 45 days past-due. Since you’ve probably sent multiple reminders and letters/email to this point, this is often referred to as a “broken promise” call based on a previous promise to pay that hasn’t happened.
With that in mind, here’s what to say on when making the second collection call:
Hello, [client’s name]. This is [your name] with [your company name]. I’m calling regarding [invoice #__________] for [$ __________ ]. We last spoke on [date], when you stated a payment would be made on [date]. Unfortunately, we haven’t received that payment.
{Client answers that the check is in the mail}
Great! Could you tell me the check number and the date it was mailed?
{Client states the date is greater than 5 days previous}
That should have reached us by now. I wonder if there’s a problem on our end. Can I confirm the address you mailed it to?
{Inform client you will investigate and call back to issue a stop payment and re-cut the check if not found. Request a faxed copy of the new check}
OR
{Client answers they could not send the check}
We must resolve this today. We accept credit cards, ACHs, and wire transfers, and I can split the payment between different methods. If paying the entire balance today isn’t possible, would you be interested in a payment plan? I want to help you make your account current and avoid any further collections.
💡 Want More Detailed Guidance? Check out How to Write the Second Collection Call Script
The Third Collection Call Script
If you still haven’t received payment from your customer, it’s time to make one last call to request a resolution before sending them to a collections agency or taking legal action. The third collection call - also known as a final demand call - is usually necessary when the invoice is about 75 days past-due.
At this point, there’s not a lot left to say that you haven’t already said in previous calls and letters.
With that in mind, here’s an example:
Hello, [client’s name]. This is [your name] with [your company name]. I’m calling again regarding [invoice #__________] for [$ __________]. This account is now significantly past due. I hope we can resolve this account today because otherwise we must refer you to a third party, which can negatively affect your credit rating. Let’s work together to avoid that.
Note: If a payment plan is established during this call, secure a partial payment before ending the call.
💡 Want More Detailed Guidance? Check out How to Write the Third Collection Call Script
Want More Tips and Templates Like This?
Click below to download our Ultimate Guide to AR Collections where you'll find 27 pages of expert advice, best practices, industry benchmarks, and loads of letter templates and call scripts.
