Firm doesn’t have to mean harsh. We’ve cut roll rates 16% by adding a 10-minute budget review and a 7-day follow-up to every delinquency call, focusing on rehab plans borrowers can keep — what scripts or touchpoints are helping you protect dignity while getting accounts current?
We end every delinquency call by setting a ‘success date’ tied to their paycheck and sending a 2‑sentence SMS recap within 24 hours; paired with your 7‑day follow‑up, it cut repeat calls and drop‑offs for us. Have you tried confirming the preferred channel at the end of the ‘10‑minute’ review? Caveat: get explicit SMS consent and keep the message strictly factual.