Training Courses

Debt Collection over the TelephoneDebt Collection over the Telephone

A...Duration
2 Days

A...WhoShouldAttend
All staff responsible for recovering debt over the telephone, directly or indirectly, as a function of their job, in particular staff in Collections Call Centres.

A...CourseOutlineA two-day programme in which participants learn how to recover debts from customers by improving their negotiation and assertive communication skills. Participants learn how to obtain payment commitment from clients while still maintaining good customer relationships. Skills are practised extensively throughout the programme to ensure creative thought and application in individual settings. Course outline is typically as follows:

  • Introduction to Debt Collection and the Debt Collection Customer
  • Different Debt Collection Customer Categories
  • Understanding the Consumer Protection Act and Code of Conduct for Debt Collectors
  • Typical Non-Payment Reasons and Excuses
  • Preparing for Debt Collection Calls
  • Introductions and professional telephone etiquette
  • Understanding conflict and negotiations in collections departments – balancing issues and relationships
  • Different communication styles in negotiations – developing Assertive Communication Skills
  • Developing positive and assertive vocal impressions on the telephone
  • Debt collection terminology – appropriate telephone discourse
  • Questioning & problem-solving techniques
  • Strategic Listening skills (active & reflective listening)
  • Assertive communication skills
  • Understanding and Overcoming Typical Excuses and Objections
  • Negotiating skills – negotiating terms of payment and win-win solutions
  • Handling difficult calls and difficult people
  • Call closure : Ending the call positively and successfully
  • Turning promises into payment
  • The “Happy Prisoner” Concept – Retaining Customers
  • Setting and achieving collection objectives
  • Goal-setting and motivation
  • Handling Stress
  • All-day energy and focus – Overcoming call fatigue and frustration

A...ClientTestimonials
“Copperline was exceptional in terms of the learning methodology used, as the facilitator allowed the consultants to engage themselves more towards case studies and role plays, which made it possible for the course content to be more refined. Joanna completely met my expectations and I feel that the Collections Agents will be able to deal with difficult phone calls more effectively.” – Collections Call Centre Team Leader – Capfin

“Thank you for the job well done and the manner in which you handled the whole process. I am starting to see results, collections rates are increasing significantly. The feedback you gave us is also very valuable and has touched on a number of issues which I will be addressing. We will certainly be using Copperline regularly for this training.” – Credit Control Manager – MIBCO

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