Best Practice Approach to Collections

​​​​​​​Ensure your success for the post-holiday season in September and hit your targets for the final month in Q3.

 

What you will gain from this training course:

  • Practical collection skills
  • Improved collection rates
  • Better customer satisfaction
  • Greater confidence in your work

 

Who this training course is for:

This training is suitable for those in a debt collections role. It provides a workable framework to anyone relatively new to the job and offers a refreshing review of approach to seasoned collectors who want to revive their skills.

 

What this training course session will cover:

Using each of the seven stages of cash collection, the session will cover:

 

  • Preparation – Planning your approach based on environment and objectives.
  • Contact – Making customer profiling work for you.
  • Opening Statement – Exploiting the power of your approach.
  • Negotiation Tools – Apply tools to maximise the effectiveness of your work.
  • Securing the Deal – How to move from negotiation to closure.
  • Closing the deal – Effective and positive approaches
  • Follow up – Maximising the effectiveness of the previous contact.

 

This training session is aligned to the following CICM Professional Standards:

BS 3 Know your customer/client

BS 4 Financial and data interpretation

PS 1 Communication and relationship-building

PS 2 Problem-solving and decision-making

PS 3 Support and influencing

B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical

  1. Pre - action Considerations and Protocols for Debt Recovery
  2. Identifying your customer
  3. Interest options/Late Payment Compensation
  4. County Court Claim Form and Judgment Order
  5. Enforcement options
  6. Insolvency processes 
  7. Breathing Space/Debt Respite Scheme
  8. Affordability checks
  9. Defended Claims
  10. Interim applications

Upon completion of a virtual workshop, you are awarded a certificate of completion which displays your dedication to development and best practices.