Debt Collection Through Phone

Category: Aci Code Requirements And Specifications For Concrete Design, Construction And Repair Training

Course Description

This training program is designed to help participants collect and prosper through targeted skills and dialogue. The activities are easy to participate in and quick at generating meaningful discussions and skills improvement among participants. Each activity allows for a thorough examination of performance and formulation of effective strategies to create a true culture of profitable collection.

The PLEASE Collection Framework

PROBE: The art of uncovering customer issues through strategic questioning skills

LISTEN: There is a strong link between effective listening and increased collections. We learn how to understand the customer’s side of the story through Active Listening

EMPATHIZE:-Develop emotional intelligence and the niche for looking at the world from the customer’s point of view

ARTICULATE: Learn to use voice and words in a way to generate customer reactions such as sense of relaxation, relief, peace of mind and above all…trust. Utilize various elements of voice such as tone, pitch, inflection, volume and rate of speech in order to calm and direct difficult customer situations

SOLVE: Script development phase. Resolve the overdue account situation through developing a targeted debt collection script.

END: End the interaction with an Extra Miler to give the customer a chance to express need further.

Course Objectives

  • Plan and Structure collection calls more effectively
  • Understand the elements of consultative telephone communication and improve skills in this area
  • Discover opportunities to guide customers towards suitable payment arrangements
  • Improve probing and listening skills
  • Make a conscious effort to understand the customer’s environment in order to convince and create impact
  • Be genuinely interested in the customer’s questions and remarks in order to continue fruitful 2-way communication for longer periods of time
  • Collect better using empathy
  • Recognize each customer’s unique telephone personality and adjust accordingly
  • Be smart about collection signals but practice patience in the voice tone
  • Understand various types of probing questions and be able to apply suitable questions according to the flow e.g fact finding questions, leading, requesting for payment etc.

Course Outline

  • Role of the Supervisor
  • Leadership
  • Motivation
  • Interpersonal Communication
  • Building rapport
  • Listening
  • Questioning
  • Building the team
  • Developing capabilities
  • Development Planning