Advanced Telephone Collection Skills

CONTENTS

Day One

The Cost of Credit

This deals with DSO (Days Sales Outstanding). A measure of the efficiency of the credit department directly related to speed of collection, and its effect on the business.

The Ideal Credit Controller

Attendees are asked to give their thoughts on the behavioural quality, skills, aptitude and abilities of the ideal credit controller.

3 Keys

3 keys to success in collections! What you need to be successful!!

Reasons For Non Payment (1)

What are the reasons? Interactive session.

Collection Tools Available To Us

What is available to us for the collection of outstanding debt Interactive session.

Call Planning Exercise

Workshop - planning your telephone calls. Questions, gathering information. Planning outcome and results.

The Successful Telephone Call

Workshop Opening and body of the call and closing effectively Techniques and strategies for controlling the call. Dealing effectively with delaying tactics Handling the reasons for non payment Valuable tips and techniques.

Other Collection Methods

Interactive discussion on other methods of collection.

Escalation

How and when to escalate problem issues effectively - both internally and externally. Interactive session.

Reasons For Non Payment (2)

Role play - Imaginary telephone calls to your own problem customers. Exploring and putting into practice new skills and techniques.

Logic, Emotion and Power

Dealing with excuses The use of Logic, Emotion and Power to make your collections more effective. Interactive discussion on the above.

1st Day Review

• Review of individual objectives.
• Preparation for the second day.

Day Two

Introduction and Objectives

• Question Time - selling the soul.
• Individual Objectives Discussed.
• Course Objectives Outlined - SWIMMING POOL analogy.

In at the Deep End

• Individuals to deal with a given customer situation (ALL ROLE-PLAY SCENARIOS ARE TAPED).
• Scenarios ‘1’.
• Group review and analysis of taped scenarios.

Self Analysis

• Bad/difficult experiences shared and discussed.
• Competence Matrix - essential requirements for excellence in performance - attitude, motivation, knowledge, skills etc.
• Individuals to complete a self honesty audit.
• SWOT Analysis. (Strengths, Weaknesses, Opportunities and Threats)

The Successful Call

• The basic model.
• Role play Scenarios ‘2’.

Team (Group) Analysis

• Team Audit.
• What works - best approach - key features - ‘rules’.
• Practice makes perfect - future audits - the Team approach.

Closing Session

• Analysis and assessment of performance.
• Final review and discussion by trainer(s) - feedback and learning.
• Completion of action plans and ‘mentor’ agreements.

This workshop is the second day of a two-day modular programme on ’Telephon Collection Techniques’. The two days complementing each other to form an essential advanced collections skills development tool for both experienced staff or those relatively new to Credit and Collections.