Successful Debt Collection Calls Training

Lessons

1. The ABCs of Speaking and Negotiations

2. Collections Calls: Handling Customer Objections

3. Proactively Identifying Payment Danger Signals

4. Collection Calls and the Law

5. Effective Telephone Collection Techniques

Hour glass
Duration 100 Min
Watch
Lessons 5 Lessons
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Learn 100% Free
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Language English
  • About
  • Course Content
  • Resources
  • Instructors

Course Overview

Still following the age old collection call scripts for all your customers? STOP. Get maximum ROI from each call by understanding customers behavior, identifying danger signals and handling every unique collection call scenario through these 21 collection calls negotiation best practices.

What you will learn

  • Collection Calls 101: How to convince your customers to pay via phone calls
  • Best pre-call, on-call and post-call practices
  • 5 Effective telephone collection techniques and negotiation basics
  • Scenarios in which you may face objections and how to handle them
  • Proactively Identifying danger signals

Skills you will gain

Negotiation Skills
Customer Relationship
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Role: Collections Analyst
Designed for Collections Analyst & Managers
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Level : Foundation Course
Designed to educate entry-level professionals
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Topic: O2C Essentials
O2C domain-specific training course
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Type: Theory Course
Theory lectures by credit practitioners
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Completion Time: 1 Week
Suggested reading for 2-3 hours/week

1. The ABCs of Speaking and Negotiations

This module gives you an brief introduction to some basic and negotiation skills you need to understand before jumping on a collections call.

2. Collections Calls: Handling Customer Objections

More than 30% of companies fail to strategize effective ways to eliminate collection objections resulting in economic distress. Find how you could handle them better

3. Proactively Identifying Payment Danger Signals

Have you faced evasive customer behavior that are delaying payments? This module helps you identify what are some danger signals that might lead to non-payment or fraudulent behavior. It also provides recommendations on how to handle these situations.

4. Collection Calls and the Law

This module helps you understand different laws and regulations that impact collection calls. It also tells you what are some essential points to be aware of to avoid legal consequences

5. Effective Telephone Collection Techniques

This module gives you an end-to-end understanding of collections calls including pre-call etiquettes, on-the call best practices and post-call action items.

Lesson Resources

Robert S. Shultz

Robert S. Shultz

Board of Directors Member, CMA
Robert Shultz has had a thirty- year career as a global credit and financial executive for large multi-national companies. As a Founding Partner of Quote to Cash Solutions (Q2C) LLC, he provides consulting services in all aspects of the credit and collections process for companies of all sizes in a variety of industries. He is currently on several Advisory boards including as a Special Advisor to the Credit Management Association Board of Directors and he is the Chairman of the Financial Executive Networking Group’s (FENG) Credit and Working Capital Management professional group.

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