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Details

Call Centre Debt Collection Skills 

  1. Pre-training collection call assessment
  2. Telephone debt collection training
  3. Team Leader training
  4. Post-training collection call assessment
  5. One to one coaching
  6. Reporting results

Introduction                         

This training and Consultancy project takes a practical approach in terms of enhancing skills that are imperative for Telephone debt collectors to perform their functions confidently. Learning of each  key element of Telephone collection has been included, in order to give the professionals a complete understanding of how to apply the required skills. Our objective is to analyze and evaluate rep performance, review and fine tune telephone collection team leadership strategies, train the reps, train the team leaders, identify further opportunities for improvement and track statistics for success.

                                               

Designed for                         

Telephone debt collectors and Team leaders

 

Project Objectives                
By the end of this program the participants shall:

 

  • Plan and Structure calls more effectively
  • Understand the elements of consultative telephone communication and improve skills in this area
  • Discover opportunities to guide customers towards   suitable payment arrangements
  • Improve probing and listening skills
  • Make a conscious effort to understand the customer’s environment in order to convince and create impact
  • Be genuinely interested in the customer’s questions and remarks in order to continue fruitful 2-way communication for longer periods of time
  • Collect better using empathy
  • Recognize each customer’s unique telephone personality and adjust accordingly
  • Be smart about collection signals but practice patience in the voice tone
  • Understand various types of probing questions and be able to apply suitable questions according to the flow e.g fact finding questions, leading, requesting for payment etc.

Outline

Proposed Project flow

 

Step 1: Pre-training call assessment of 4 to 5 calls  - 15 selected collectors’ calls – 1 day
Step 2: Debt collection training session for 25 collectors – 2 days
Step 3: Team leader skills training – 1  day
Step 4: Post-training assessment of 4 to 5 calls  - 15 selected collectors’ calls – 1 day

 STEP 1:  PRE-TRAINING ASSESSMENT OF 15 COLLECTORS - 1 DAY                                                            

  1. Detailed interaction with the management team to understand:
  • What products are being collected on
  • Satisfaction and dissatsfaction levels towards the team and process
  • General culture in the centre
  • Operational details
  • Team size
  • Policies and procedures
  • Do and don’ts for the consultant
  • Signing of NDA – if required

 

  1. Collection strategy and review of the existing call script
  2. Sharing the call performance evaluation sheet, with the management team, to be used in order to assess call performance:
  • Guidance for internal call evaluators on call monitoring skills
  • Customer objections
  • Customer agreements
  • Rep skill level
  • Rep telephone behaviour
  • Time spent per call
  • Identifying Strengths and weaknesses in order to develop customized training modules
  1. Developing Profiles of various types of customers
  2. Assessing recorded calls made by a minimum of 40 telephone collectors
  3. Developing a Pre-Training Call Performance Assessment Report
  4. Adjusting / tailoring debt collection training modules according to findings of the report.

 

 

Step 2:   Debt collection training program (20 pax) - 2  DAYS 

 

Program objectives              
By the end of this program the participants shall:

 

  • (Increase collections through applied skills
  • (Understand the elements of successful telephone communication and improve skills in this area
  • (Structure calls more effectively
  • (Improve questioning and listening skills
  • (Identify customer’s real needs and match with appropriate solutions.
  • (Sharpen their assertiveness skills
  • (Handle objections effectively and treat them as new opportunities
  • (Build better relationships with customers using empathy
  • (Recognize each customer’s unique telephone personality and tailor personal dialogue accordingly
  • (Become collection machines

The Training Session - Debt Collection by Phone

 

This session is designed to help participants collect and prosper through a service driven culture. 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:

 

  1. Involvement
  2. Interaction
  3. Personal Reflection
  4. Fun!

 

9:00am – 10:30am                 

Customer Behaviours

 

This is an awareness activity designed to help participants

focus on the different customer types they encounter in the collection environment. It injects fun into reflecting on customer characteristics and allows individuals to establish their own guidelines for dealing with various customer types. Some key points to considered are:

 

  • We all have different ways of communicating, problem solving and interacting with each other
  • We all have experienced particular customer types who behave in predictable ways
  •  If we can learn to identify customer types, we are better prepared

 

Þ    (Activity-Forest Fire)

  • The assertive customer
  • The difficult customer
  • The talkative customer
  • The passive customer

 

10:30am – 10:45am                Tea / Coffee Break

 

10:45am – 1:00pm               

Active Listening

 

There is a strong link between effective listening and increased collections.This is a fast moving and thought-provoking module on the central communication skill of listening. This activity is designed to help participants understand from within, the importance of listening effectively and improving in this area.

 

Þ    (Activity-The Diagram)


Persuasiveness through EMPATHY

        

People who are emotionally intelligent are able to communicate clear and convincing messages that engender openness and receptivity among their listeners. This activity will help participants practice their skills at persuasiveness and empathy in most difficult of all situations: selling the un-sellable. The ability to understand others’ perspectives and to align one’s own goals with the values and goals of the other person helps collection call agents excel in their quest to successfully move and influence others. It is safe to say that if you want to be persuasive, you need to work a little harder to convey the WIIFM – What’s in it for me? – to your customers

 

1:00pm – 2:00pm                   Lunch Break

 

2:00pm – 3:30pm                  

Professional Speaking

  • Articulate speaking 
  • Mastering and Applying Voice Characteristics
  • Tone, Pitch, Rate of Speech and Volume

 

Þ    (Activity-The Blindfold)

 

3:30pm – 3:45pm                   Tea / Coffee Break

 

3:45pm – 5:00pm                  

Probing Skills

  • The art of asking the right questions to identify and understand underlying customer issues and to seek collection opportunities

Þ    Activity  -  20 Questions

PROGRAM CONTENT – DAY 2

 

9am-10:30am                        

The Collection Call

– Steps to telephone collection

 

  1. Get through to and identify the customer
  2. Identify yourself and your company
  3. State the reason for the call and full amount due
  4. Strategically pause and listen
  5. Ask for or discuss the reason for delinquency
  6. Motivate and educate the customer to pay
  7. Negotiate a payment arrangement to make the account current
  8. Verify and update customer information
  9. Confirm payment arrangements
  10. Thank the customer and conclude the call

 

10:30am-10:45am                  Tea / Coffee break

 

10:45am-1:00pm                   
Developing a structured collection call dialogue

 

1:00pm-2:00pm                      Lunch break

 

2:00pm-3:30pm                     
Debt Collection Call Role play scenario development

 

Role play sessions begin

 

3:30pm-3:45pm                      Tea break

 

3:45pm-5:00pm                     

Role Plays continue until 5pm

 

Certificate presentation and program close

 END OF TRAINING PROGRAM

 

 

Follow up (FOC)                    

A follow-up skills retention exercise shall be performed 2 weeks after completion of the program in order to evaluate performance once again and to provide recommendations for further improvement. This session shall be conducted classroom style – 2 hours per group.

Team Leadership Skills - 1 day

 

This portion of the project is indispensable for further reinforcement of lessons learnt through the telephone debt collection training. A team leader is the driving force behind any successful collection operation. This leader plans activities, monitors and evaluates performance, tracks statistics, analyzes the database and motivates the staff. In short, it is the team leader’s responsibility to ensure smooth administration of the collection  operation in a friendly, productive and motivated environment.

 

In order to groom the manager for this extremely crucial task, the following tool-based telesales management modules have been included:

           

  1. Telesales team development and synergy through leadership styles
  2. Call monitoring techniques
  3. Call performance evaluation
  4. Coaching for success
  5. Decoding / picturing the statistics in order to develop improvement strategies
  6. Motivating the Telesales executives

 

POST – TRAINING ASSESSMENT – 1 DAY

 

  1. Implementing the new learning (Back to phones)
  2. Launching the new Script / Call Guide
  3. Assessing calls made after the training –15 pax
  4. Fine tuning script / call guide, collector skills and dialogue
  5. Engaging with team leaders pertaining to call assessment and motivational activities
  6. One to one coaching for selected participants to further reduce the skills gap
  7. Project report including individual call performance assessment and improvement recommendations for the future

Project Deliverables             
This project is accompanied by the following 
deliverables:  

 

Debt collection rep training manuals 
Team leader training manuals – 10 books
Tools to develop collection call scripts including:
  • Initial call presentation script
  • List of industry related objections
  • Objection handling rebuttal scripts (the exact number of rebuttal sheets shall be determined during the program)
  • Industry related collection signals sheet
  • Sample Individual and Overall Collection Department post training Performance Evaluation Report
  • Specific tools to be used by the Team Leaders:
  • Coaching format
  • Call performance evaluation sheet

Speaker/s

Shahrukh Moghal has over 15 years of experience in Contact Centre telesales, customer service and tele-debt collection training. Due to his years of training experience, Shahrukh has been exempted from the requirement of TTT Certification by HRDF, Pembangunan Sumber Manusia Berhad. He is also the preferred trainer for the HRDF / PSMB Call Centre. He began his career as a call centre front-liner and moved up the ranks from call centre agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within call centre teams in a multitude of industries including Banking, Insurance, Telco, Manufacturing, BPO companies, Software Developers and more. This experience as a practitioner was instrumental in the development of his understanding of agent and team leader psychology, what drives each position and how skills are developed in each area. His training sessions are filled with an air of positivity and motivation for the participants. 

His training style revolves around Concept, Application, Reflection and most of all FUN!! Shahrukh is the man behind The PLEASE! Workshops which train call centre and face to face front-liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize, Articulate and Solve. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.  Please visit Shahrukh’s youtube channel for short videoshttps://www.youtube.com/channel/UC067zunxivllLuOICKJ9f4g

Shahrukh’s client list:

  1. Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader  assessment and training
  2. Reliance Berhad – High Impact Telesales Skills (Assessment & Training)
  3. Affin Bank Berhad –Telephone debt collection skills
  4. HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products
  5. HSBC Bank Malaysia Berhad – CRM training for the DRM Team
  6. Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service 
  7. Honda Malaysia Sdn. Bhd. – Call Centre Customer Service
  8. The Bank of Nova Scotia Berhad Call Centre – Financial products telesales
  9. Malaysia National Insurance – Sales training for a Child Education plan
  10. Legend Hotel – Time Share appointment and Customer Service training
  11. Palace of the Golden Horses - Time Share Telesales
  12. Bumiputra Commerce Bank Berhad Call Centre –Phone Banking telesales
  13. Malaysian Oxygen Berhad  Call Centre – Call Centre Telesales & Teleservice
  14. Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training
  15. New Straits Times– Classified Ads-Call Centre & Face to face service
  16. Utusan Melayu– Classified Advertising-Outbound Telemarketing Skills
  17. Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service
  18. British American Tobacco – Effective Communication and Selling Skills (Kent)
  19. Yellow Pages Call Centre – Appointment setting Skills
  20. MNI Oneline Call Centre – Telesales and Teleservice training
  21. Zuellig Pharma Call Centre -  Customer Service and Team Leader Training
  22. AmAssurance – Setting up a new Telesales Unit & Call centre training
  23. RHB Bank Call Centre– Outbound Telesales Training
  24. Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products)
  25. OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking
  26. Bank Rakyat Call Centre – Telesales and Service training
  27. SP Setia – Outbound Telesales skills
  28. Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service
  29. Etiqa Insurance Berhad – Brand Delivery training campaign
  30. CSC Malaysia Berhad – Ensuring contact centre success
  31. Mitsubishi Motors Malaysia – Call centre Customer Service Skills
  32. Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills
  33. Citylink Express Courier – Call Centre Customer Service Skills
  34. POS Malaysia – Pos Laju Call centre debt collection skills
  35. DKSH Malaysia – Call centre agent assessment and one to one coaching
  36. Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
  37. Corporate Information Travel – Service Based Telephone Techniques & Handling Difficult Callers
  38. HRDF – PSMB Call Centre Customer Care Excellence

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Quality Input Resources Sdn. Bhd. is a corporate training and development firm based in Kuala Lumpur. Our focus is to provide our clients with the most suitable and bespoke training programs. We align our goals to those of our clients in order to provide them with the ROI that they deserve through investing in Human Resource Development.
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