Individual debt collectors are handed a portfolio of accounts, and most of their workday, every day, will be spent working them. Bill collectors are subject to frequent performance evaluations and the bulk of their money is earned from personal commission payments. Thus, the size of a debt collector’s paycheck depends on how successful he or she is at collecting from debtors. This factor, coupled with relentless confrontations with angry and sensitive debtors, makes for an extremely high stress job with high employee turnover.

If a collection agent tries to call a consumer and comes into contact with somebody else, they are legally prohibited from informing this person that they are calling about a debt. Each state has its own laws that debt collectors must abide by, and sometimes, the collector can speak to the debtor’s spouse.

If a debt collector reaches an answering machine or voicemail, it is customary to leave a message, but theoretically someone besides the debtor might hear it. Therefore, the details of the call will not be disclosed, and the tone of the debtor will be apathetic. Collection agencies generally have to provide a toll free number so that it does not cost money for the debtor to return the call.

When the debt collector gets a debtor on the phone, they will start out with what is called a “mini Miranda.” Just like your Miranda rights, which inform you that “anything you say can and will be held against you in a court of law,” the mini Miranda informs the debtor that this is in fact an attempt to collect debt, and any information disclosed will be used for that purpose. This is typically what separates a mediocre debt collector from an excellent one. A mediocre collector will often do most of the talking, but a skilled collector develops good listening skills to ferret out important information.

Therefore, debt collection phone calls are typically recorded, and any key information is written down on the debtor’s permanent record. Key information includes anything that could be used to size up the probability that they could successfully collect, or if taking legal action might be a wise decision. In other words, if the debtor mentions that they are employed, makes mention of assets, or admits that they owe the debt, this is very encouraging for the collection agent and could be used in future litigation.

Mallory Megan works for Rapid Recovery Solution and writes articles on medical collection agencies

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