Consumer Telephone Collections

The Consumer telephone Collections unit aims to develop the knowledge, skills and behaviours required for consumer telephone collections.

33 Guided Learning Hours 105 Total Qualification Time

Syllabus topics

Consumer telephone collection (15%)

Role of consumer telephone collectors in organisation

Qualities required for consumer telephone collections work

Organisational measurement of quality of telephone collections

Consumer collections with main customer types (15%)

Handling of consumer collection calls with main customer types
Identification of customers in vulnerable circumstances
Handling calls with vulnerable customers

Rules relating to consumer telephone collections (10%)

Key laws and regulations
Key organisational rules required to ensure compliance with legal and regulatory requirements

Conducting consumer telephone collection calls (30%)

Essential checks at start of consumer collections
Developing dialogues with customers
Vocal techniques used in commercial collections calls
Questions used to build an accurate picture of a customer’s situation
Establishing an affordable repayment plan
Reaching a commitment and closing a call
Post call action
Importance of accurate call records

Effective negotiation (20%)

Assertiveness during consumer collections calls
Influencing techniques used during consumer collection calls
Overcoming resistance during consumer collections calls
Negotiation in a consumer collections call
Handling disputes and verbal abuse