Founder member of FECMA

Advancing the credit profession

CICM Training - Credit Management and Collections Training

Return to training

Telephone collection techniques

This trainer-led workshop introduces you to telephone collections work. It teaches you interpersonal skills that allow you to handle cash collections calls professionally, proactively and confidently. Using a combination of legal obligation, psychological persuasion and strong structure, it offers you a recipe for success.


What will you gain?

· A competitive and determined attitude to telephone collections

· A more psychological approach to collections work

· A databank of words and phrases for use in your calls

· Confidence and practical tips for immediate implementation.


Who is it for?

Aimed at those who are new to B2B telephone collections or wish to gain basic understanding of this aspect of work.


What will it cover?

· Moral and legal obligations to pay

· Your contract and payment terms

· Psychology of collections

· Stages of a good phone call

· When the going gets tough – what can you do?

· Persuasive and positive language

· Negotiation and compromise.

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

BS 1 Strategy and policy

BS 3 Know your customer

BS 4 Financial and data interpretation

PS 1 Communication and relationship-building

B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical.


Delivery: In person.