Let Me Talk to Your Manager!

If you’ve been in this industry long enough, you’ve talked to that consumer. You know the one—the person who starts the call acting like they’ve just been personally wronged by the entire financial system. They’re raising their voice, cutting you off, and making it very clear that you, personally, are the reason for all their problems.

But then, something magical happens. You transfer them to a manager, and suddenly, it’s like they’ve been hit with a personality reset. Their voice softens. They say “I completely understand.” They’re polite. Often, they even apologize!

For years, I watched this happen and struggled to pinpoint the cause. Is it the managers’ change in tone? Their years of experience? Do they just have better phone energy?

Then I stumbled across a concept that explained everything: Authority Bias.

What Is Authority Bias?

Authority Bias is a cognitive bias where people are more likely to trust, respect, and comply with individuals they perceive as having authority. Whether it’s a doctor in a white coat, a police officer, or a manager on a collection call, people instinctively adjust their behavior when dealing with someone they believe has more power or expertise.

In collections and customer negotiations, this bias plays out in a big way. Consumers may start a call aggressively, believing they can push an agent around. But the moment they sense they’re speaking to someone with more authority, they naturally become more compliant.

The good news? You don’t have to wait for an actual manager transfer to benefit from Authority Bias. Here are three ways to leverage it strategically in your agency.

1. Establish Authority Early in the Call

The best way to avoid unnecessary escalations is to sound authoritative from the start. Most consumers assume agents are powerless unless they prove otherwise.

Example:
Instead of:
❌ “This is Sarah with XYZ Recovery. How can I help?”

Try:
✅ “This is Sarah, a Senior Account Specialist with XYZ Recovery. I’m reviewing your account today to determine the best available resolution.”

Why it works: Adding a title like Senior Account Specialist subtly signals authority, preventing consumers from assuming they need to “speak to a manager” to get real answers.

2. Simulate a Manager Transfer Without Actually Transferring

Consumers behave better when they think they’re speaking to a higher-up. You can create the same effect mid-call by pausing, resetting your tone, and shifting your approach.

 Example:
If a consumer is getting aggressive, don’t fight back. Instead, pause and say:
✅ “Let me take a moment to review your account further. I want to make sure I’m exploring every possible option for you.”

Why it works: The pause + shift in tone signals a change in authority level—even if the same person is handling the call. This helps de-escalate tension without needing a real manager.

3. Use “Authority Figures” for Escalations—Even If They’re Just a Title

Not every call needs a real manager, but sometimes, a title alone can change consumer behavior.

 Example:
Instead of sending tough calls to the same managers over and over, create a role like “Resolution Lead.” Then, agents can say:
✅ “I’ll have our Resolution Lead take a look—he specializes in complex cases like yours.”

Why it works: Consumers instinctively take a “specialist” more seriously, even if the person is just another trained collector. As a bonus, creating a role like this is a great way to create growth opportunities on your team. 

Final Thought

Authority Bias isn’t about tricking consumers—it’s about structuring conversations in a way that encourages respect, cooperation, and efficiency. By applying this concept strategically, agencies can reduce escalations, improve consumer interactions, and close more deals—without constantly relying on manager involvement.