Best Practice: Collection - Virtual Workshop
With emphasis on practical application of theory in a workplace setting, this highly
engaging, active training session develops your collections skills. You will learn how to use
advanced collections and communication techniques in a variety of credit and debt
collection settings. You will build confidence and results by practising these new skills in
a safe and positive environment.
What will you gain?
• Best practice approach to your more challenging collections cases
• Increased cash collection results
• More positive customer experiences
• Greater confidence in collecting difficult debt
Who is it for?
This training is suitable for anyone in a collections role, who wants to advance their
existing collection skillset. It provides advanced techniques to help collectors tasked with
handling difficult conversations. Although not essential, this training works best for those
who have already attended CICM’s “Best Practice Approach to Collections” workshop.
What will it cover?
Building on existing techniques, attendees will learn and apply advanced skills.
1. Collections Practice I: Power up a range of techniques in different situations.
2. Prepare for difficult calls: Address issues of focus, compromise and feedback.
3. Break collection barriers: Recognise root causes and how to overcome them.
4. Collections Practice II: Put new techniques into practice using case studies.
