Advanced Skills in Collections

This highly engaging, active training workshop places emphasis on practical application of theory in a workplace setting. You will learn how to use advanced techniques in a credit and collections role and build confidence and express results by practising these new skills in a safe and positive environment.

What you will gain from this training course:

  • Best practice approach to your more challenging collections cases
  • Increased cash collection results
  • More positive customer experiences
  • Greater confidence in collecting difficult debt


Who this training course is 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 this training course session will 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


This training session is aligned to the following CICM Professional Standards:

BS 3 Know your customer/client

BS 4 Financial and data interpretation

PS 1 Communication and relationship-building

PS 2 Problem-solving and decision-making

PS 3 Support and influencing

B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical