Use scheduled collection events to systematically contact past-due customers, keep promises on track, and reduce delinquency.
Quick Start:
1. Review the customer's collection event details and confirm that at least one phone number is eligible for calls.
2. Start the collection call and choose the appropriate customer phone number if you need to use an alternate contact.
3. During the call, record any promises and take payment if appropriate, then end the call so it is cleared from your outstanding collection list.
Complete a Scheduled Collection Call
Review the customer's phone numbers and any exclusions. If the primary phone number has been excluded from receiving calls, the system will automatically direct the call to a non-excluded number. If all phone numbers on the customer's account have been excluded from receiving calls or there is only one number on the record, this collection step will either be completely skipped or removed from your task list (depending on when the exclusion was created), and a note will be added to the record indicating this happened.
Initiate the main collection call by selecting Start Collection Call (A). The system will ring your location phone to begin the call, and you will be prompted to press 1 to connect with the customer. Storable CRM will automatically dial and connect to the customer's main number. If you are connected as an Agent via the computer, Storable CRM will dial the customer directly without any additional steps.
If you need to call a different phone number on the account, open Start Collection Call Dropdown (B) and choose an alternate phone number (if available) before placing the call.
Confirm the upcoming collection schedule by reviewing Next Event (C), which shows the next scheduled collection date and type of communication, and click Information (D) for more detailed information about the next collection event if you need additional context.
If the customer commits to paying by a specific date or amount, record this by selecting Promise To Pay (E). When enabled by your management team, this option temporarily delays future collection events, as configured in your organization.
When the customer is ready to pay during the call, choose Pay (F) to take and record the customer's payment.
If you are connected to the customer via phone (not the computer Agent), hang up the phone to end the call. Once the call has been completed, it will be removed from your outstanding collection list.
If you are connected as an Agent via the computer, click End Call (G) to end the call. If you are connected via either phone option, you can also simply hang up to disconnect.