What is the collection call schedule?

A collection call schedule defines when and how follow-up contacts are made on outstanding receivables, specifying timing triggers, responsible parties, and escalation procedures. For professional service firms, a defined schedule ensures consistent collection follow-up, preventing invoices from aging without attention.

Key characteristics

• Defines the timing of collection contacts

• Specifies responsible parties

• Includes escalation procedures

• Triggers based on aging thresholds

• Should be consistently followed

• Part of the AR management process

Why it matters for professional service firms

Receivables age because no one follows up. A collection call schedule ensures systematic contact on outstanding invoices before they become problems. Professional service firms should define when calls happen (e.g., day 35, day 50, day 65), who makes them, and when to escalate. Consistent follow-up dramatically improves collection performance.

Real-world example

Amanda's firm had no collection schedule; invoices aged without contact until problems emerged. Implementing collection call schedule: friendly reminder at day 30 (email from billing), follow-up call at day 45 (AR staff), escalation to partner at day 60 (partner call), final notice at day 75 (written, payment plan discussion). Each step is documented with outcomes. First quarter results: average collection period dropped from 52 days to 38 days, and over-60-day AR was reduced by 65%. Systematic follow-upfollow-up converted aging receivables into cash.