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Credit Control - Telephone Collection Techniques

6-hour course  |  6 CPD hours

£329 +VAT per person

This course can be presented in-house at your premises. You can find out more about our in-house training here.

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Home > Classroom training > Credit Control - Telephone Collection Techniques

Credit Control - Telephone Collection Techniques

6-hour course

Course overview

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 the call an effective and successful one 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. 

This full-day course will guide you through this challenging task and enable you to improve your skills and effectiveness when dealing with debtors over the telephone. It will develop your skills in all of these key areas and help you dramatically improve your telephone collection performance while still maintaining a strong relationship with your customer. It is an interactive day and uses effective exercises to reinforce the knowledge gained.

It examines a number of successful techniques you should use and explains how to handle difficult customers and late payers. It will also demonstrate how you can spot the difference between excuses and real reasons for non-payment.

Who should attend?

This course will be of great benefit to anyone working in credit control - whether you are the sole person responsible or part of a larger team. If you are an experienced collector or someone relatively new to the role, this practical course will greatly enhance your skills.

It will also benefit anyone in more senior roles seeking a greater understanding of the principles of credit control in order to manage their organisation's process more effectively.

What will you learn?

  • What should I do to prepare for a call?
  • How soon should I ring compared to my payment terms?
  • How do I know whose payment terms apply?
  • How can I succeed without upsetting the customer?
  • How do I sell the need to pay?
  • How do I recognise excuses? How do I counter them?
  • How do I manage to speak to the right person? Who is the right person?
  • What should I say at various stages within a typical call?
  • What tone should I set and what are the best techniques to use?
  • How do I avoid aggressive and submissive behaviour and stay assertive?
  • How do I use questions effectively? What are the best questions to ask?
  • What words and phrases should I use to persuade customers to pay promptly?
  • How should I negotiate the timing and value of the payment?
  • How do I conclude a call?
  • What should I do after the call?
  • How should telephone calls compliment other collection methods?
  • Why do some collectors do better than others? What are the secrets?

Extra benefits

  • A course pack containing the information presented on the day
  • A certificate of attendance
  • Complimentary refreshments and lunch provided

Course presenters

  • Barry Durman

    Barry has held a variety of line management positions in Customer Services and Credit Control and he now runs his own successful independent Credit Management Consultancy. He also has extensive experience of delivering training courses on all aspects of credit control. He is a Fellow of the Institute of Credit Management (FICM) and a Fellow of the Institute of Consulting (FCMC).

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