Managing accounts receivable (A/R) is no easy task, especially when it comes to making collection reminder calls. These calls require the right mix of professionalism, empathy, and persistence. A structured approach not only improves collection rates but also ensures you maintain healthy customer relationships.

Here are 10 practical tips to help your A/R team make collection calls that work:

1) Define a Clear A/R Strategy

Before picking up the phone, make sure your team knows the key objectives. Is your priority to recover payments quickly, maintain customer relationships, or both? A well-defined strategy will shape the tone, language, and structure of your calls.

2) Take a Proactive Approach

Don’t wait until an account is overdue. A quick, polite call before the due date can act as a friendly reminder and prevent delays altogether.

3) Be Prepared Before the Call

Have all the necessary details at hand—invoice amount, due date, previous communications, and payment options. This preparation allows you to speak with confidence and credibility.

4) Start on a Positive Note

Always open with a polite and friendly tone. Something as simple as, “Hello, this is [Your Name] from [Company]. I hope you’re doing well today,” sets the right atmosphere for the conversation.

5) Use Clear and Direct Communication

State the purpose of your call early on: “I’m calling regarding invoice #123, which was due on [Date].” Avoid unnecessary details that can dilute your message.

6) Listen to Understand

Give customers a chance to explain. Understanding their challenges—such as cash flow issues—can help you offer solutions like flexible payment plans or extensions.

7) Keep Your Tone Professional Yet Warm

Stay calm and respectful, even if the customer becomes defensive. A polite, solution-oriented approach builds trust and increases the likelihood of payment.

8) Confirm Next Steps

Before ending the call, agree on a clear course of action: “Can I confirm that the payment will be processed by Friday?” Summarize what was discussed to avoid confusion.

9) Follow Up Consistently

A single call is rarely enough. Schedule follow-ups at the right intervals—starting with friendly reminders and gradually moving to firmer communication.

10) Know When to Escalate

Set clear guidelines on when to involve a collections agency or escalate internally. Sometimes, redirecting your focus to reliable clients is more efficient than chasing high-risk accounts.