Collections firm Brennan & Clark helps its clients with the potentially time-consuming and taxing process of recovering funds and resolving delinquent accounts. By utilizing the talents of a team of successful collections personnel, Brennan & Clark is able to deliver competitive results.

A collections agent must be prepared for a variety of possible reactions when making a collections call. While many individuals might fear a collections call or be reluctant to speak with a collections agent, a talented agent can rely upon negotiation tactics to make inroads in the situation. Occasionally, however, an agent speaks with an individual who is not just hesitant to cooperate, but is unwilling and antagonistic. There are a number of things an agent can do to handle this challenging situation.

One of the most important things to do is to remain calm. Even if the debtor yells or becomes belligerent, the agent should always maintain a professional demeanor. One possible tactic when faced with this type of situation is to place the individual on hold for about ten seconds. Then, try to resume the call. The agent can emphasize that this is not a personal issue, but rather a business or contractual issue that needs resolution. If the agent is able to convince the debtor that cooperation is easier than resistance, progress is possible.