Template · Script

First collections call script — what to actually say on day 3 past due

The script for an overdue-invoice call matters less than the posture in the first 10 seconds. Most calls fail because the opening lands as adversarial. This script is the exact framing we use in production at Syntharra — it works because it identifies the speaker, references the specific invoice, asks an open question, and stops talking.

Use it for

  • First call to a customer at day 3 past due (or any low-friction first contact).
  • Service-business owners who do their own AR follow-up and want a tested script.
  • AR team training — the response-handler section is the actual training material.
  • Voicemail messaging when the customer doesn't pick up.

Do not use for

  • Disputes — once the customer raises one, the script ends and you move to dispute mode.
  • Customers in active bankruptcy — stop calling immediately, do not use this or any script.
  • Third-party calls from collection agencies — FDCPA mini-Miranda required, this script omits it.

Variables to fill in

{{your_name}}
Your name (or the caller's name).
{{business_name}}
Your business name as the customer would recognise it.
{{invoice_number}}
The specific invoice you're calling about.
{{invoice_date}}
Date the invoice was issued, in customer-readable form.
{{service_summary}}
Short description of what the invoice is for.

The template

Select all and copy. Replace the {{double-brace}} placeholders with your details.

FIRST CALL — DAY 3 PAST DUE

OPENING (when the customer answers)
"Hi {{customer_first_name}}, this is {{your_name}} from {{business_name}}. I'm calling about invoice {{invoice_number}} from {{invoice_date}} for {{service_summary}}. I wanted to check in and see how you'd like to handle it."

→ STOP TALKING. Wait for the response. Do not fill silence.

RESPONSE HANDLERS

If the customer says: "I forgot, can you resend the link"
You say: "Of course. I'll send it now to [email on file]. Anything else I can do to help?"
→ Send the payment link, confirm the email, end the call cleanly. Log: "Promise to pay — link resent."

If the customer says: "I'm waiting on a payment myself, can I pay you on the {{date}}?"
You say: "I appreciate you letting me know. {{date}} works for me. I'll note that down. Should I email you a confirmation of the new date?"
→ Agree the date, send a confirmation email, log the promise to pay.

If the customer says: "I don't think I owe this much" or "the work wasn't what we agreed"
You say: "I hear you. I don't want to argue about the amount on this call — let me get the original [estimate / proposal / contract] in front of me, and I'll send you an email today so we can talk through the details. What's the best email to use?"
→ Stop. Do not argue. Log the dispute. Move to written dispute resolution.

If the customer says: "I can't pay right now"
You say: "Okay. Could we put a payment plan together? Even {{small_amount}} a month would help us both — I'd send you a written agreement so we both know where we stand."
→ Move to payment-plan conversation. If they refuse: "Understood. I'll need to escalate this internally. Can you let me know if anything changes?"

If the customer says nothing or hangs up
→ Log the call attempt. Schedule next attempt for day 7-10.

VOICEMAIL SCRIPT (if no answer)
"Hi {{customer_first_name}}, this is {{your_name}} from {{business_name}}. I'm following up on invoice {{invoice_number}}. Please give me a call back at [number] when you have a minute, or you can reach me by email at [email]. Thank you."

→ Do NOT state the dollar amount in voicemail. Third-party disclosure of the debt amount creates exposure. The voicemail's job is to get a callback.

THINGS TO NEVER DO ON A FIRST CALL
- Open with the dollar amount: "Hi, you owe me $4,200" — instant adversarial framing.
- Threaten legal action on call 1 — saved for call 3 if needed.
- Argue about scope or work quality — that's a separate conversation.
- Disclose the debt to a third party (anyone other than the customer themselves).
- Call before 8am or after 9pm in the customer's local time zone — TCPA violation.
- Call on Sunday in some states (TCPA + state variation — confirm your state's rules).

CALL CADENCE
- Call 1: day 3 past due. Polite. Open posture.
- Call 2: day 10 past due. Slightly firmer. Reference the prior call.
- Call 3: day 21 past due. Final attempt. Mention next steps if no resolution.
- After 3: stop calling. Move to demand letter or escalation. Hard cap at 3 first-party attempts.

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This template is general-purpose educational content, not legal advice. State law varies and attorney review is recommended before use. Syntharra is not your attorney.

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