Telephone Collections Training

dancing lion training & consultancy
4.2
3 reviews
  • The Credit Services Associations expectations of our industry leading training practitioners is to deliver the best service at all times. Dancing lion training & consultancy exceeded our expectations. I would not hesitate to hire dancing lion’s services in the future and have them work on behalf of the Credit Services Association. In addition I would recommend their credentials to any of our clients and associates.
    ← | →
  • The trainer from dancing lion was a highly self motivated individual with excellent communication skills. The telephone arrears collection training they delivered was imaginative and fun for the staff. I would recommend dancing lion to any prospective client.
    ← | →
  • Dancing lion have worked with me over several years providing telephone debt recovery techniques and accreditation to a debt team that collects £190M annually. Thier assistance and work programmes have enabled me to ensure the team is focused on delivering a high quality service in an area of difficulty - collecting money.
    ← | →

Course

Inhouse

£ 337 VAT inc.

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Description

  • Type

    Course

  • Methodology

    Inhouse

  • Duration

    2 Days

  • Start date

    Different dates available

Collecting money can be a challenging job, particularly in difficult trading periods. Those new to the role can easily find it daunting and sound hesitant and ineffective. Those with collections experience can become too ‘hard nosed’, sounding abrupt, rude and inflexible. This programme places particular emphasis on the needs of the customer giving participants core skills to recognise customer needs, make agreements that are kept, reducing bad debt and costly litigation procedures.

This training programme is typically delivered in English.
Translators can be provided at an additional cost. In order to ensure that there is a good balance of theory, discussion and practical work this course requires a minimum of 6 and a maximum of 12 delegates.

Smaller and larger groups may be accommodated, subject to further discussion. Please contact dancinglion for more information.

Facilities

Location

Start date

Inhouse

Start date

Different dates availableEnrolment now open

About this course


Outcomes:
❖staff who treat the customer fairly
❖collections agents who work to agreed practices and methods
❖greater consistency across the team in collections activity
❖higher collection rates and reduced ‘bad’ debt.


This programme can be tailored for public and private sector officers and agents making outbound and receiving inbound calls. Debt range includes: Council tax, Business rates, Sundry Debt, Housing rent, Mortgages, Credit cards, Utilities, Parking fines, Social services overpayments and more.

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Reviews

4.2
fantastic
  • The Credit Services Associations expectations of our industry leading training practitioners is to deliver the best service at all times. Dancing lion training & consultancy exceeded our expectations. I would not hesitate to hire dancing lion’s services in the future and have them work on behalf of the Credit Services Association. In addition I would recommend their credentials to any of our clients and associates.
    ← | →
  • The trainer from dancing lion was a highly self motivated individual with excellent communication skills. The telephone arrears collection training they delivered was imaginative and fun for the staff. I would recommend dancing lion to any prospective client.
    ← | →
  • Dancing lion have worked with me over several years providing telephone debt recovery techniques and accreditation to a debt team that collects £190M annually. Thier assistance and work programmes have enabled me to ensure the team is focused on delivering a high quality service in an area of difficulty - collecting money.
    ← | →
100%
4.5
fantastic

Course rating

Recommended

Centre rating

Credit Service Association Client Manager

5.0
19/05/2016
What I would highlight: The Credit Services Associations expectations of our industry leading training practitioners is to deliver the best service at all times. Dancing lion training & consultancy exceeded our expectations. I would not hesitate to hire dancing lion’s services in the future and have them work on behalf of the Credit Services Association. In addition I would recommend their credentials to any of our clients and associates.
What could be improved: N/A.
Would you recommend this course?: Yes

Head of Reveues and Benefits

3.5
15/04/2015
What I would highlight: The trainer from dancing lion was a highly self motivated individual with excellent communication skills. The telephone arrears collection training they delivered was imaginative and fun for the staff. I would recommend dancing lion to any prospective client.
What could be improved: Nothing.
Would you recommend this course?: Yes

Head of Finance Directorate

4.0
07/02/2015
What I would highlight: Dancing lion have worked with me over several years providing telephone debt recovery techniques and accreditation to a debt team that collects £190M annually. Thier assistance and work programmes have enabled me to ensure the team is focused on delivering a high quality service in an area of difficulty - collecting money.
What could be improved: No negative aspects.
Would you recommend this course?: Yes
*All reviews collected by Emagister & iAgora have been verified

Subjects

  • Telephone Skills
  • Stress Management
  • Negotiation Skills
  • Persuasion Skills
  • Customer Care
  • Listening Skills
  • Closing Skills
  • Sound
  • Effective Communication
  • Verbal Skills
  • Collections Management

Course programme

By the end of the course participants will be have gained the following skills:

❖understanding what it means to treat customers fairly in collections work, putting them in the centre of the business ethics and practices.
❖utilising FCA and OFT guidelines and recommendations
❖maximising collections whilst maintaining high standards of customer service on both inbound and outbound telephone calls
❖fine tuning vocal tones and choosing the appropriate language to sound ‘approachable, firm and fair’.
❖how to structure your conversations for greater consistency.
❖essential preparation tasks for outbound telephone activity.
❖how to determine the appropriate course of action by identifying customer circumstances.
❖using effective questioning techniques to gather key information.
❖how to negotiate agreements and repayments.
❖how to direct the caller to an arrangement
❖developing listening skills to pick up on free information
❖how to deal with missed payments and broken promises
❖avoiding common communication habits that cause misunderstanding and conflict
❖resolving complaints and difficult calls
❖managing your own state and working under pressure

See related categories

  • Customer Care inhouse
  • Free health social care inhouse
  • Telephone Skills inhouse
  • Distance learning Course
  • Dancing lion training & consultancy inhouse

Telephone Collections Training

£ 337 VAT inc.

The best Telephone Skills courses

See all

See all