Welcome to our Debt Collection Training page:
INTRODUCTION
This training project takes a practical approach in terms of enhancing skills that are imperative for Telephone debt collectors to INCREASE COLLECTION REVENUE. The activities are easy to participate in and quick at generating meaningful discussions and skills improvement among participants. Each activity allows for a thorough examination of performance and formulation of effective strategies to create a true culture of profitable collection. The 4 main ingredients used in this program are:
Involvement
Interaction
Personal Reflection
Fun!
Pre & post-training call assessment
Detailed interaction with the management team to understand:
Current collection approach
Reviewing the existing script or dialogue used
Satisfaction and dissatisfaction levels and reasons
Do’s and don’ts for the consultant
Signing of NDA – if required
Call Assessment using our assessment form
Assessing live calls made by agents to the consultant by a maximum of 10 call agents
Rep skill level, Rep telephone behaviour
Dialogue effectiveness
Identifying Strengths and weaknesses in order to customize training flow
Developing a Pre-Training Call Performance Assessment Report
Adjusting / tailoring training modules according to findings of the report.
Post-training call assessment
Reporting
Design and implement a persuasive collection dialogue including opening statements to asking questions to handling empty promises to negotiating payment arrangements
Increase collections through impactful power words
Handle excuses and empty promises
Convince defaulter through verbal visualization
Improve questioning and listening skills
Identify customer’s real situations and match with appropriate payment packages.
Sharpen your assertiveness skills
Build better relationships with customers using empathy
Become collection machines
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Introductions
The required skills and capabilities
The art & science of persuasion
Emotional collection
Convincing through positive mental pictures
Convincing through negative mental pictures
Motivating customers to pay through directing their emotional state
Case study – An unsuccessful debt collection call
Case study – A successful collection call
Probing Skills
The art of asking the right questions to identify and understand underlying customer issues
Probing beyond the obvious
Active Listening
Interactive rapport building communication flow
Professional / Articulate Speaking
Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
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Introducing a very effective Script Dashboard for debt collection agents
Please view demo video below:
The Collection Interaction Flow
Steps to collection
Get through to and identify the customer
Identify yourself and your company
State the reason for the call and full amount due
Strategically pause and listen
Ask for or discuss the reason for delinquency
Motivate and educate the customer to pay
Negotiate a payment arrangement to make the account current
Verify and update customer information
Confirm payment arrangements
Thank the customer and conclude the call
Developing the script / dialogue
Through hands-on work exercises, the participants design a winning debt collection script which includes the following elements:
Engaging opening statement
Impactful 1st question
1st attempt to collect
2nd attempt to collect
3rd attempt to collect
4th attempt to collect
Empty promise identification and rebuttal dialogue
Payment negotiation dialogue
Explaining the non-payment consequences through assertive dialogue
Call ending dialogue
Dialogue that opens the door for the next follow-up call
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Shahrukh Moghal
Accredited & Certified by Human Resource Development Corporation
Under Ministry of Education, Malaysia
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
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Recorded live
Convincing to pay using positive and worrisome consequence visualization
Training by Shahrukh Moghal
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Emotional persuasion with impact through the right collection dialogue
Training by Shahrukh Moghal
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Rapport building debt collection communication flow that builds trust
Training by Shahrukh Moghal
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