Collections

Who Should Attend?

Call center executives, tele-callers, team leaders and anyone who is front ending the customer/ debtor/ prospective buyer on the call/ email and representing the ‘client’

About The Program

This 3 day program is specifically designed for debt collection agents and who deal with customers with outstanding or overdue debts.

Collections

There is a plethora of debt collection practices and techniques used for negotiations and handling collection conversations with debtors, in a professional way.

Through our 3 day program, the debt collection agents go through training with regards to their soft skills, as well as understanding the process. The on-the-job training to equip them with the skills to understand the circumstances of the customer and deal with the situation sensitively is also a critical task.

Program Objectives

Increase debt collectors confidence when handling challenging collection calls
Empower debt collectors with best practice collection techniques
Train debt collection agents on controlling collection calls better
Increase your agents debt collection rate
Follow a step by step debt collection call process
Understand and practice specific collection call best practice techniques

Program Content

DAY ONE

Attitude, Skills and Knowledge of a successful debt collector
How to open and close a collection call with courtesy
The different types of debtors
A step by step process for a successful debt collection call
Debtor’s objections and rebuttals
The mindset of a successful debt collection agent

DAY TWO

Debt collection best practice tips and techniques
Strategies for motivating debtors at different stages of delinquency
Understanding the importance of increasing the number of sincere “promises-to-pay”
Impact that body language and vocal quality has on the client
Alternate ways to ask the reason for delinquency
Developing effective vocal quality

DAY THREE

Responding effectively to excuses (objections) and applying a firm yet customer orientated approach
Reading different personality styles and adjusting ones approach accordingly
Managing irate clients in a customer orientated manner
The five common emotional states of delinquent customers

The pre-call planning components needed for collection problem-solving