Let’s be real, collections and customer experience don’t always mix well. It can be a delicate tightrope to walk, navigating one of the most emotionally charged points in a customer’s journey while also doing what’s right for your business. For many customers, the collections call is a defining experience that determines whether they trust your brand moving forward or walk away for good.
The global debt collection services market was valued at $31.8 billion in 2024 and is projected to grow at a compound annual growth rate (CAGR) of 2.7% to 3.0% from 2025-2033. As debt grows, so does tension and distrust between consumers and companies. But how you handle collections can be a competitive advantage, and it takes more than a script and a dialler to get it right.
Winning in collections means showing up with empathy, intelligence and the right tools every time. Here are five ways to lead those tough conversations and come out with trust intact.
1. Build emotional readiness, not just process knowledge
Collections customer experience teams need more than procedures and policies. They need the emotional resilience and empathy to navigate charged conversations. That starts with training that focuses on human connection — from handling objections with sensitivity to reading a customer’s tone and adjusting in real time.
This isn’t only important in collections, but in general. As a new generation reshapes the consumer market, they look for brands that are empathetic and purpose-driven, and your employees need to train for this. Smart coaching, simulations and real-world role-playing help agents build the soft skills that truly move the needle.
2. Don’t just hear, actually tune in
Surface-level listening won’t cut it when someone’s under financial strain. Winning agents pick up on more than words. They respond to mood, hesitations and subtle cues. By creating space for customers to speak candidly and without judgement, agents open the door to solutions grounded in mutual respect, not pressure.
3. Make digital options feel empowering
When customers can manage their accounts on their own terms and on their own time, they’re far more likely to act. But that means your self-service tools need to be intuitive, fast and reassuring. In other words, make it as easy as possible for customers to handle their payments themselves. Think beyond “having a portal.”
Design a digital experience that gives people clarity, autonomy and peace of mind. The shift is already happening: 88% of U.S. debt collection companies offered a self-service portal in 2024, up from 79% the year prior.
4. Let insight shape the interaction
Start smarter by using behavioural data, customer history and analytics to inform every contact. When agents go in with a clearer picture — not just a balance due — they can tailor their approach, reduce friction and increase success. Data doesn’t replace empathy, it sharpens it.
Case in point: A leading motorcycle brand partnered with Foundever® to transform its collections strategy using interaction analytics. The goal was to improve promise to pay (PTP) rates and boost overall collections outcomes. Through deep-dive analysis, Foundever identified a powerful opportunity to improve outcomes — in 75% of qualifying interactions, agents had the chance to suggest automatic payments, unlocking a clear path to boost results.
By implementing real-time alerts and agent guidance based on customer signals, the brand saw a 6% increase in PTPs and a 30% increase in collections in just six months. It’s a powerful example of how data doesn’t replace empathy but rather enhances it.
5. Keep the door open after payment
Too many brands treat collections as a final chapter. But customers remember how you showed up when it mattered most. Following up with care, even after a balance is settled, helps rebuild trust and lays the groundwork for loyalty. A thank-you message, a check-in or a quick survey can go a long way toward turning resolution into retention.
In fact, measuring CX through follow-up surveys can be invaluable data to show details about your interaction. Encore Capital Group, for example, reported that 92.5% of consumers in a survey rated their customer experience positively after engaging with a respectful, well-trained account manager.
Collections is a relationship, not a transaction
The most successful collection conversations aren’t just about dollars recovered. They’re about trust earned, relationships preserved and brand reputation protected. With the right combination of training, tools, empathy and insight, collections can evolve from a back-office necessity to a strategic CX advantage.
Want more insight? Read our full ebook “Humanising CX in collections: How to balance empathy and efficiency” for strategies, real-world examples and data-driven tips on transforming your collections experience.