In the accounts receivable department, it’s important that everyone is on the same page. This is where your accounts receivable strategy comes in handy. At this point with your strategy, you have collaborated within your department and gained input from executives and sales department. Now, it’s time to make sure that everyone in the department is aware of your strategy and is following through with it to a T.
Creating continuity in your accounts receivable strategy means that every collector is following the same path to collect. Imagine there are two collectors in your department. The first collector has been working in the accounts receivable industry for many year and has a tried and true way of going about her collection calls. She knows how to speak to her customers in order to most effectively collect the money that is due and has perfected the art of maintaining good customer relationships, which has further helped her to collect. The second collector is new to accounts receivable and has only been on the job for one year. He struggles to find the right words to say on his collection calls, but he does a really great job with his emails. He knows what type of subject lines will really grab the attention of his customers to get them to open the emails and take action. Both of these collectors have their strengths, but each also have their weaknesses.
By building continuity into your accounts receivable strategy, you can ensure that all your collectors know how you want them to collect and teach them the most efficient way to go about it.
If you create email templates for your collectors to use when they are sending out invoices, first notices, follow ups, etc., you can guarantee that they are using the verbiage and language that is most effective to get paid on time. This way, you don’t have to worry about one collector under performing in comparison to the rest. It’s also a great way to onboard new employees who may not be privy to how you would prefer collectors to speak with your customers.
Creating call scripts is one of the best ways to make sure that your collectors are not flying off the handle at customers. Hopefully this isn’t a current issue for you, but it helps to make sure there is that extra barrier from reaching bad customer service. Your call scripts can cover how to handle invoice disputes, chronic late payers, claims to have never receive the invoice and other common, frustrating scenarios.
When you’re creating your accounts receivable strategy, it’s important to include timing and process for when a collector should escalate a situation to a manager. You don’t want collectors handling dispute situations or creating new payment plans when they don’t have the authority to do so. Your continuity plan should cover how every collector should escalate a situation and when.