Commercial Telephone Collections
33 Guided Learning Hours
105 Total Qualification Time
Syllabus topics
Commercial telephone collection (10%)
Qualities required for commercial telephone collections work
Organisational measurement of quality of telephone collections
Main customer types and collection processes (15%)
Identification of main types of customers in arrears
Organisational collection process for each customer type
Objective of collection calls for each customer type
Rules relating to commercial telephone collections (10%)
Key laws and regulations
Key organizational rules required to ensure compliance with legal and regulatory requirements
Conducting commercial telephone collection calls (30%)
Organisation of commercial collections calls
Structure of commercial telephone collections calls
Techniques to build customer relations
Excuses for late payment
Vocal techniques used in commercial collections calls
Post call action
Effective negotiations (25%)
Assertiveness during commercial collections calls
Influencing techniques used during commercial collection calls
Overcoming resistance during commercial collections calls
Negotiation in a commercial collections call
Handling disputes and dealing with angry callers
Reflective practice (10%)
Explanation of key personal strengths in collections call handling
Reflection on work and learning activities to make improvements to performance
Assessment
Assignment based assessment.