Advancing the credit profession

Award: Consumer Telephone Collections


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

Syllabus Topics

1. 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

2. 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.

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

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

4. 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

5. 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

6. Reflective practice (10%)

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