Founder member of FECMA

Advancing the credit profession

Credit Control and Collections

Consumer Telephone Collections

What will you gain?

  • Understand their company’s collections philosophy and what makes a good collector.
  • Understand what they can and can’t do and why.
  • Know a collection strategy for different types of defaulters.
  • Know how to handle a range of calls to maximize debt collection

What will it cover?

  • Understanding debt collection philosophy
  • What makes a good telephone collector
  • Compliance and debt collection guidance
  • Recognising types of defaulters and debtor profiling
  • Treating Customers Fairly
  • Role playing the first call
  • The cash chasing plan
  • Telephone interpersonal soft skills
  • 2nd Role play telephone call
  • Being and staying assertive
  • Using influencing factors
  • Handling disputes and conflict
  • Collection Tips
  • Putting the whole theory into practice
  • Lessons Learned

Training Options


Duration: One or two days

Delivery: At your offices

Timing: At your convenience

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

Interested to find out more:

T: +44 (0)1780 722907