Founder member of FECMA

Advancing the credit profession

Credit Control and Collections

Consumer Telephone Collections and Negotiations


Practical workshop using a PhoneCoach system to develop collection and negotiation skills, while building relationships with your customer.

What will you gain?

The team will learn how to structure calls effectively; develop their telephone call handling skills; and improve their techniques in dealing with difficult debts.

Who is it for?

This programme is designed for consumer credit professionals who wish to improve their current telephone techniques and build their skills in customer handling.

What will it cover?

  • Understanding company collection philosophy and culture
  • Compliance effecting debt collection
  • Telephone call handling – the cash chasing structure
  • PhoneCoach – practicing call handling
  • Inter-personal skills
  • PhoneCoach – practicing inter-personal skills
  • Handling difficult calls
  • PhoneCoach – practicing handling difficult collection calls
  • Call monitoring
  • Telephone collection tips
  • Lessons learned

Training Options


Duration: One day

Delivery: At your offices

Timing: At your convenience

Tailored: Programme delivery can be tailored to meet your particular requirements

Recommended next courses:

Psychology of Collections

Delivery is evaluated and an analysis is provided to support CPD.

A select number of CICM training programmes can be tailored to support CICM assignments.

“Well-presented and informative training day, both trainers were excellent and engaging.”

Interested to find out more:

T: +44 (0)1780 722907