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
Where to study
-
Credits:Email
CICM MembershipTelephone
+441780722900 -
Credits:Method
Home Study (Coach Supported)
Location
HomeStart Date
FlexiblePrice
£308Email
CICM MembershipTelephone
+441780722900 -
Credits:Method
In-company Training
Location
Virtual / Face-to-FaceStart Date
FlexiblePrice
POAEmail
CICM MembershipTelephone
+441780722900