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Seminar
Description
The
Introduction to Collections Skills and Telephone Techniques Seminar,
hosted by PIC Solutions, is a one-day seminar providing delegates
with an overall understanding of best practice telephone skills and
collector conduct.
This seminar is practically focused and concentrates on the overall
quality of the telephonic interaction with the customer in a
collections environment. The seminar consists of the theoretical
aspects of telephone techniques and practical exercises to enable a
collector to structure and control a telephone conversation.
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Seminar Contents
Risk management and credit scoring concepts and terminology.
Leading experts in the collections management arena will cover the
following topics in this intensive one-day seminar:
Part 1
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Introduction to collections management, the credit life cycle
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The role of the collections department and the collector.
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Communication behaviour - Passive versus Aggressive versus
Assertive communication.
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Negotiation skills.
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Structuring the call for maximum effectiveness.
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Controlling the conversation.
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Choice of words.
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The impact of mannerisms on communication.
Part 2
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Key Benefits
This seminar will empower you to:
Pre-requisites
The seminar assumes some familiarity with an operational collections
environment.
Materials
All attendees receive
the Introduction to Collections Skills and Telephone Techniques
seminar binder. A certificate is awarded to all delegates that
complete the seminar.
Additional Services Offered
In addition to this course, PIC Solutions also offers the
following services to transform your operational collections
environment using best of breed principles. To view these,
Click here |
Why Should you attend this Seminar?
What is your
understanding of the role and importance of the operational
collections area in your organisation? What is the role of the
collector? What is the difference between assertive and aggressive
customer communication? How do you structure your collections calls
using proven best practice methods to achieve optimal results?
This seminar enables
you to be able to answer these and other critical operational credit
risk questions.
Who is
this seminar aimed at?
Everyone involved in the operational areas responsible for the
recovery of outstanding arrears within your organisation. Previous
seminars have been attended by the following operational credit
professionals:
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The
South African Credit Environment
In South Africa,
the ratio of household debt to disposable income has grown to a
record height of 73%, as at December 2006. Credit growth is likely
to remain strong ahead of the implementation of the National Credit
Act which is aimed at curbing irresponsible lending.
In collections, strong collector performance is one of the key
drivers ensuring efficiency and optimal results. It is important
that the conduct of your collectors is synchronised with your
collections strategy and the overall goals of the collections
department in order to assure a consistent, successful approach. |
