Hiring Translation Companies For Telephone Collections

Hiring a translation agency to call your non-English speaking clients for reasons of collection has certain advantages over writing letters.  The following are four advantages that Baltimore Translation Services professionals have found:

  1. You can be sure you’ve reached the debtor.
  2. You can hear an immediate explanation for the non-payment.
  3. You can convey more information in a conversation can clear up misunderstandings immediately and suggest specific solutions for payment.
  4. Studies show that people with legitimate complaints of overdue debts have a better chance of succeeding in a phone conversation than by other means.
  5. Phoning is a safer and cheaper than writing letters.  This is especially true in the later stages of collection when letters are individualized and long explanations are needed.

The Disadvantages of Making Calls

Telephone collections have certain disadvantages, too.  According to The Marketing Analysts Translations Company, the major disadvantage is that many translation companies don’t offer this type of service.    Although you should always keep a record of calls and points of agreement, such promises or agreements arranged by phone are more difficult to prove in court.  Letters, on the other hand, are permanent records and often serve as legal documents.

Some cultures consider phone calls from strangers an invasion of privacy and react belligerently—especially to bill collectors.  You therefore risk losing goodwill and any chance of payment.  Also, no matter how much you prepare before calling (and you always should), and no matter how courteous you are, you have less control than a letter.

When using translation agencies for telephone for collection, prepare carefully.  (1) Study the person’s credit history (at times, this will help you decide whether to write or call), and gather all the facts about the delinquency.  (2) Determine the purpose of your call (ie. Reminder, inquiry, urgency, ultimatum).  (2) Jot down what you wish to convey and ask, including alternative payment plans.  In addition, follow the guidelines for collection letters.

Adding A Sense Of Urgency To Your Multilingual Collections Stragey

At the urgency stage, stress immediate action.  Before this stage, collection letters are normally signed by someone in the collection or credit department.  At this point, an executive should sign letters.  Certified Translators insist that the tone should be insistent and firm, but not angry or belligerent. You still want to retain goodwill.  Granted, delinquent debtors won’t be allowed credit, but they could become cash customers.

Using Search and Replace

Form letters are frequently used for reminders.  However, many translation companies simply use the search and replace function command in a word process or have a database that allows letters to be customized at an affordable price.  Essentially, this involves instructing the computer to replace Mr. Adam’s name and address with Ms. Smith’s.  Do the same for all other needed changes (amount due, due date, time elapsed, etc.).  Then, simply print the new letters.  The whole operation takes about three minutes, and the results are far superior to the antiquated filling in the blank approach.  Better still, most people will respond more favorably to individualized letters.  An approach could be setup with the help of your translation company.

During the reminder and inquiry stages, your appeals are resale, fair play or cooperation (these appeals can be explicit or implied, as in the previous letters).  At the urgency stage, most Milwaukee Translation Services experts believe that explicit appeals should focus on the customer’s pride, self-interest or fear.  Leave no doubt that the situation is urgent and the consequences of non-payment serious.

If a debtor fails to respond to your letter of urgency, send an ultimatum.  Stress that the debt must be paid voluntarily or by force.  Make it clear that you will take legal action, and outline the procedures you plan to follow (e.g., attorney, collection agency, court) to enforce your claim.  The text article will focus on writing and translating the ultimatum letter.

The Right Format For An Effective Translation And Excellent Results

As mentioned in the previous blog post, Washington D.C. Translation companies suggest that collection strategies, terminology and the number of letters included in the series differ slightly among companies with large foreign language speaking client bases and along the ethnic groups being targeted.  Typically, though, they follow the procedures outline here.

Reminder.  Chinese Translation Houston workers at The Marketing Analysts Translation Company define reminders as direct requests sent shortly after an account becomes delinquent.  Usually, the first and second reminders are brief statements stamped or written on the due bill.  Typically statements include: Past Due; Please Remit; Have you forgotten us; Second notice; and We missed your payment last month—won’t you please send it today.

At this first stage, no persuasion appeals are needed. Instead, Chicago Translation German companies often remind customers of the overdue payment.  In the following reminders, note the friendly, courteous toe and emphasize on resale.

Example 1:

Dear Ms. Santos:

We’ve missed hearing from you for the past two months.  Since it’s easy to overlook notices during the hectic summer months, we’re sending you this reminder that $88.92 is past due.  Won’t you please mail it today in the enclosed envelope?

Or, if you prefer, come in for a visit, pay what’s due and tae advantage of our fall sale on English tweeds and linens.

Example 2:

Dear Mr. Bosque:

The High Bush Blueberry plants in March should be blooming  about now.  And you can look forward to some delicious blueberries by July.

Since the trial period has been over for 46 days, we’re looking forward to your overdue payment of $66.31.  Won’t you please call our toll free number and make a credit card payment now?

And while you’re at it, why not tae a look at the enclosed brochures?  We’re having a special on our sturdy Swansea rhubarb plants and Ultra raspberry bushes.  Both are excellent values and will add to your eating pleasure.  Simply send your order and past due payment in the enclosed envelope.

Requests For Payment (Collection Letters)

Until recently, only people with excellent credit ratings were allowed credit.  According to The Marketing Analysts Translation Company, few are denied this privilege and as a result more and more non-English speaking people are applying for credit and receiving it.  By extending credit—even to marginal risks—companies can increase sales and profits.  Today, our economy thrives on this principle.  With the increase in the number of people of a variety of ethnic backgrounds and speaking a wide variety of languages, the extension of credit, however, has created the need for sophisticated collection techniques.  The collection letter’s primary purpose is to elicit action (i.e., payments).  Its secondary purpose is to retain customer goodwill.

Collection Appeals (on Benefits)

The insightful collector starts with the premise that most people will pay their bills because of pride, honesty, or the desire to keep their credit privileges.  Some will need reminders, but will pay when podded gently.

For those unwilling—or unable—to pay promptly, a number of legal translation services companies suggest that collection writer make a personal appeal.  The following positive and negative appeals are effective:

One: Resale

Resale, which is used in the early stages of collection, emphasizes the benefits customers have gained by using the product.  Like the unsolicited sales letter, the resale appeal works best when you create vivid images of the product in use.

After two months of relaxing and sleeping on a Sealy Posturerpedic, you’ve probably reached the conclusion we hear so often: You will never go back to a regular mattress.

Two: Fair Play

Fair play stresses ethics. Translators with the San Francisco Translation Services Company recommend that you appeal to the debtor’s integrity, honesty or sincerity.  The moral principal is: We’ve given you certain goods or services and, in return, you promised to pay.  Isn’t it only fair that you now pay for the benefits you’ve received?  This appeal to fair play works well in combination with the resale appeal.

After two months of relaxing and sleeping in the soothing comfort of your warm Sealy Posturepedic, you’ve probably reached the conclusion we hear so often: You will never go back to your regular mattress.

And, of course, there’s the added benefit of your Sealy’s lifetime warranty.  Your mattress is built to last and should anything happen, we will replace it free of charge.  Since you’ve had time to enjoy these comforts, you must agree that your Sealy’s an excellent bargain.  Now we would like you to hold up your part of the bargain by sending us the $236.99 due on your payments.

Three: Cooperation
Cooperation again stresses a moral principal.  The premise is: We cooperated by letting you buy on credit; won’t you now be cooperative and pay what’s due?

When we extended you credit to buy the Sealy Optimum mattress, we guaranteed it would increase your productivity by 20-percent. You, in turn agreed to make monthly payments of $87.95.  The Sealy Optimum has done what we said it would.  Won’t you please do the same by sending the $236.99 past due?

To Be Continued.