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Tools for effective Telephone Collections

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Instructor

Eugene Joubert

Reviews 4.74 (31 Reviews)

Course Overview

It is easy to make a routine telephone collection call. However, to make an effective one, i.e. one that produces positive results, is quite a different matter. It requires not only good pre-call planning and a high level of telephone communication skills but also the right attitude and frame of mind.

This course will help you to become more proficient in Call Centre Debt Collection in order to contribute to the purpose of the Code of Conduct for Debt Collectors.

What You'll Learn?

  • Most call centre collection agents will be quick to admit that capable, effective telephone collections agents are a critical part of the collection process. The key to becoming a confident and productive call centre collections professional is preparation, learning basic skills, and discovering a few tricks of the trade.
  • All Call Centre Agents making Collection Calls
  • Code of Conduct

Course Content

  • Welcoming Notes

    • Tools for Effective Telephone Collections - Welcome Notes

    • Tools for Effective Telephone Collections - Course Objectives

    • Tools for Effective Telephone Collections - Disclaimer and Copyright

  • Highlights

    • Course Highlights

  • Outcome ONE

    • What you need to know about Debt Recovery

    • Stay calm

    • Before the call - part ONE

    • Before the call - Part TWO

    • Example

    • Legislation

    • Who is a Debt Collector ?

    • Outcome ONE

  • Outcome TWO

    • Etiquette is key

    • Reasons for making the call.

    • Reasons behind the call.

    • Understand your Debtor.

    • Understand COVID-19

    • Plan before making the call

    • Prepare for the interaction

    • Mandate & SLA's

    • Your task.

    • Outcome TWO

  • Outcome THREE

    • Call Script

    • Personal scripts

    • The Call - Part 1

    • The Call -Part 2

    • The Call - Part 3

    • The Call - Part 4

    • The Call - Part 5

    • Empathy

    • Excuses

    • Outcome THREE

  • Outcome FOUR

    • Questioning

    • Listening

    • Example

    • Outcome FOUR

  • Vocabulary

    • Words and Meanings

  1. 5

    EJ

    The course helped me a lot to understand the do’s and don’ts of a collection call.

Paid
  • Course Level Intermediate
  • Lessons 33
  • Duration 20 hr
  • Enrolled 1
  • Additional Resource 0
  • Last Update 6 June 2025