In collections, no two calls are the same.

Some go smoothly.

Others? Not so much.

How you respond matters more than what you say next when things go sideways.

This post breaks down how collectors can react in the moment and how supervisors can support their team to be ready for when it happens.

If you missed the AccountsRecovery.net webinar where we dove into how to help your collectors think on their feet, well, you’re in luck. 

This post breaks it down, and we added some top quotes from the panlists that we hope resonate with you.

For Collectors: 5 Ways to Handle Tough Calls

1. Hit Mute and Let Them Talk

When a consumer is angry or emotional, talking over them only escalates things.

Use the mute button to physically stop yourself from interrupting. This simple move gives them space to express themselves, which they often need most.

Letting someone talk uninterrupted can help them release tension. Many times, they’ll calm down and become more open to discussion.

“Let them vent… then they’ll be like, ‘Okay, who are you and what do you want?’”

2. Have Go-To Reset Lines

Every collector will hit a moment where their brain stalls. It happens in conflict or surprise moments. Memorize a few default lines you can pull out without thinking. These aren’t filler, they’re conversation keepers:

• “Can you tell me more about that?”
• “Help me understand what you’re saying.”
• “How did that come about?”

These give you time to mentally regroup while keeping the customer talking and the call moving.

3. Don’t Match Emotion

Emotions are contagious. If a consumer is yelling or crying, it’s easy to tense up or snap back. Don’t. Match their energy with calmness. Let them feel heard without joining their emotional state.

“You’re going to meet raw emotion. It’s real. It’s not personal. But you can’t mirror it.”

Respond with empathy, a steady tone, and phrases that redirect the energy: ‘I hear you.’ ‘Let’s take this one step at a time.’

4. Listen First, Talk Second

Your ears close more deals than your mouth.

Seriously.

“In my most escalated calls, I didn’t speak for minutes. I just listened.”

Let them feel heard before you explain anything. Customers are more open to hearing solutions after they feel like they’ve been heard.

5. Know When to Tap Out

If you’re emotionally overwhelmed, it’s time to hit pause. Put them on hold. Take a breath. Regroup.

This is different than the mute button. But remember if you do this, they might not be there when you go back.

These are the types of calls that should be reviewed with your supervisor so you don’t let the same thing happen twice.

You don’t need to win the call alone. It’s okay to reset.

For Supervisors: How to Equip Collectors for the Unexpected

1. Set Expectations Early

From day one, be honest with new hires: Not every call will be smooth. Some will rattle them. That’s part of the job.

Let them know that even senior agents hit tough calls.

“We tell them, we’ll prep you for 90% of situations. That last 10%? That’s why we coach, that’s why we’re here.”

This reframes hard calls from ‘failure’ to ‘expected challenge.’

2. Encourage Controlled Flexibility

Scripts are a starting point, not a cage.

“Scripts should be guardrails, not handcuffs.”

Train them on the why behind the script. Then permit them to adapt when needed.

Help them understand which parts are required for compliance and which parts can flex based on context.

3. Role-Play the Wildcards

Death, mental health, someone talking in circles, or calling while intoxicated. These aren’t theoretical; they happen.

Panelists in the webinar shared multiple examples of bizarre, emotional, and awkward moments.

As a supervisor, bring these into training. Role-play them. Let agents fail in training so they don’t freeze on a live call.

Even five minutes of exposure to an unexpected situation builds confidence.

“I once called and the person said the consumer I’m looking for was dead. I wasn’t trained for that.”

4. Reframe the Job

This isn’t just about collecting. It’s about navigating people at their most stressed.

Hire for empathy, calm under pressure, and adaptability, not just experience.

“If someone turtles during conflict, this job will be hard for them.”

Your best collectors aren’t always the most aggressive—they’re the most emotionally intelligent.

5. Normalize Asking for Help

Make “I need a minute” part of the culture.

Encourage collectors to pause and escalate if needed.

Check in with them post-call, especially after difficult ones. It’s great to use tech to notify you of any calls that need to be reviewed instead of manually having to find them. It’s like having to find a needle in a haystack.

“If you need a moment, take a breath. Get your breathing under control and re-enter the conversation.”

6. Reinforce Good Outcomes

Not every sideways call ends badly. Celebrate the ones that turn around.

“Our new hire’s first call was $4,000. She was shocked and said, ‘How do I even take a payment?’”

Remind your team that resolution is always possible, even in the messiest moments.

Final Thoughts

Recovering from a call that goes sideways is a skill that can be developed with practice and reflection. 

By embracing unpredictability, practicing active listening, and maintaining composure, you can turn challenging calls into opportunities for connection and resolution.

Remember, every difficult call is a chance to learn and grow as a professional.​