Learn why Telephone collections are a critical part of the debt collection process

Telephone collections are a critical part of the debt collection process but often there is little or no guidance given to the employees responsible for the task. Making effective and successful debt collection calls is a huge challenge and if you don’t prepare for the call or approach it with the right attitude, techniques, communication skills and confidence, then often the debtor can take control. 

The course in Debt Collection Telephone Calls will provide Learners with knowledge, practical skills and techniques to be able to conduct telephone communications. Learners will understand the basics of establishing contact with the other party and how to speak to the correct person. Learners will also examine the structure of telephone calls and debt collection telephone calls. Learners will examine the use of voice, projection and the silent pause as tools for completing debt collection telephone calls. This Unit demonstrates different types of debt collections telephone calls from the caller and the listeners point of view.   

What will I learn?

1.      Why we make Telephone calls; reasons for making telephone calls; establish a key objective and plan, be honest and dismiss any personal or hidden agendas, chose an appropriate time and place, find common ground, establish Empathy, prepare to discuss the specific, listen and never judge,

2.      Effective pre-call planning and steps to a call; steps to a Debt Collection Call, talking with the correct person, asking the right questions, listening actively, dealing with excuses, turning promises into commitments to pay, using agreed payment dates and reminders, learning how to close calls amicably; Effective pre call planning, setting out objectives, achieving the best deal, the likely outcome of the negotiation, limits of authority, concessions available, information research prior to the call, debtor address, postcode, contact names, telephone numbers

3.      Steps to a debt collection call: talking with the correct person; asking the right questions; active listening and dealing with excuses; listening actively, summarising, clarifying and confirming expectations; dealing with excuses and gaining commitment from the client; turning promises into commitments to pay; using agreed payment dates

4.      Telephone and negotiating skills; rules for the business message; formality v informality; telephone collections; types of telephone collections; voice projection; steps in a collection call; planning the telephone call, the telephone call structure, the five steps; establishing authority; negotiating skills; dealing with different types of customer; overcoming objections and resolving disputes

5.      Psychology of debt collection calls; remaining calm with the debtor, getting commitment from the debtor, summarising every part of the debt recovery process carefully; establishing an early air of authority, making first contact with an air of confidence, gaining the debtors respect, silence and effective listening; barriers to effective listening, jumping to conclusions, distractions, losing patience, overreacting to what's said, responding emotionally, interrupting. 

Objective

Venue detail for course: