ACA Cast: Fundamentals of Tax Time Collections

Helpful tips for working with consumers before and during tax season.

2/17/2020 11:00 AM

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ACA Cast: Fundamentals of Tax Time Collections

October or November is a good time to start the conversation about tax season collections with your collectors followed by extending the communication to consumers as the new year approaches, Ruffino explains.

Ask open-ended questions to determine consumers’ tax filing status and how they might be spending any extra cash that comes in. Don’t forget one of the important fundamentals of communication: it’s not what you say, it’s how you say it.

Tune in Fundamentals of Tax Time Collections to learn more about:

  • Using voice analytics of collectors’ calls to determine specific phrases or words that are successful during tax season;
  • When to start tax time conversations with collectors and consumers and;
  • Ideas for motivating collectors during tax season, such as incentive contests and rewards for successful collections.

Read more tips in Rosso May’s article Taking on Tax Time in the February issue of Collector magazine.

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