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When should a claim be submitted to a professional collection agency?

Accounts are delinquent when they have not been paid in accordance with your terms. Early contacts will give you the maximum change of return.  The most productive efforts take place during the period between 30-90 days, recovery percentages start dropping dramatically.  If an account is delinquent, you are probably not the only creditor demanding payment.  Usually the creditor that acts promptly gets paid and those that wait, hoping to save agency fee, wind up filing a claim in the Bankruptcy Court. 
Turn over an account to a professional agency once you feel your own reasonable collection efforts are not productive. 

If a case goes to court, what does the creditor have to prove?

1. That a contract (express or implied) existed.
2. The terms of the contract
3. The merchandise was properly delivered or the service properly provided.
4. Demand for payment has been made.
5. Payment has not been received. 

What to do if a consumer contacts you directly after a claim has already been turned over to a collection agency?

Once a claim has been turned over to a collection agency, all communication must stop on the client's end. All finance charges and/or interest must stop accumulating as well.  If a consumer contacts your office directly, simply explain they have been placed with an agency for collection and to contact the agency directly.  If you happen to receive a payment, notify the agency as soon as possible.