Award: Commercial Telephone Collections

Summary

This entry level award develops the knowledge, skills and behaviours required for commercial telephone collections work.

Syllabus Topics

1. Commercial telephone collection (10%)

• Qualities required for commercial telephone collections work
• Organisational measurement of quality of telephone collections

2. 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

3. Rules relating to commercial telephone collections (10%)

• Key laws and regulations
• Key organizational rules required to ensure compliance with legal and regulatory requriements

4. 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

5. 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

6. Reflective practice (10%)

• Explanation of key personal strengths in collections call handling
• Reflection on work and learning activities to make improvements to performance