Welcome to our Debt Collection Training page:



INTRODUCTION


This training project takes a practical approach in terms of enhancing skills that are imperative for Telephone debt collectors to INCREASE COLLECTION REVENUE. The activities are easy to participate in and quick at generating meaningful discussions and skills improvement among participants. Each activity allows for a thorough examination of performance and formulation of effective strategies to create a true culture of profitable collection. The 4 main ingredients used in this program are:

Involvement
Interaction
Personal Reflection
Fun!

Pre & post-training call assessment

Detailed interaction with the management team to understand:
Current collection approach
Reviewing the existing script or dialogue used
Satisfaction and dissatisfaction levels and reasons
Do’s and don’ts for the consultant
Signing of NDA – if required

Call Assessment using our assessment form

Assessing live calls made by agents to the consultant by a maximum of 10 call agents
Rep skill level, Rep telephone behaviour
Dialogue effectiveness
Identifying Strengths and weaknesses in order to customize training flow
Developing a Pre-Training Call Performance Assessment Report
Adjusting / tailoring training modules according to findings of the report.

Post-training call assessment
Reporting

TRAINING OBJECTIVES

Design and implement a persuasive collection dialogue including opening statements to asking questions to handling empty promises to negotiating payment arrangements
Increase collections through impactful power words
Handle excuses and empty promises
Convince defaulter through verbal visualization
Improve questioning and listening skills
Identify customer’s real situations and match with appropriate payment packages.
Sharpen your assertiveness skills
Build better relationships with customers using empathy
Become collection machines

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Introductions
The required skills and capabilities


The art & science of persuasion

Emotional collection
Convincing through positive mental pictures
Convincing through negative mental pictures
Motivating customers to pay through directing their emotional state
Case study – An unsuccessful debt collection call
Case study – A successful collection call

Probing Skills

The art of asking the right questions to identify and understand underlying customer issues
Probing beyond the obvious

Active Listening
Interactive rapport building communication flow

Professional / Articulate Speaking

Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume

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Introducing a very effective Script Dashboard for debt collection agents
Please view demo video below:



The Collection Interaction Flow
Steps to collection

Get through to and identify the customer
Identify yourself and your company
State the reason for the call and full amount due
Strategically pause and listen
Ask for or discuss the reason for delinquency
Motivate and educate the customer to pay
Negotiate a payment arrangement to make the account current
Verify and update customer information
Confirm payment arrangements
Thank the customer and conclude the call

Developing the script / dialogue

Through hands-on work exercises, the participants design a winning debt collection script which includes the following elements:

Engaging opening statement
Impactful 1st question
1st attempt to collect
2nd attempt to collect
3rd attempt to collect
4th attempt to collect
Empty promise identification and rebuttal dialogue
Payment negotiation dialogue
Explaining the non-payment consequences through assertive dialogue
Call ending dialogue
Dialogue that opens the door for the next follow-up call

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Shahrukh Moghal training in Malaysia
Shahrukh Moghal

Accredited & Certified by Human Resource Development Corporation
Under Ministry of Education, Malaysia

Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 years of experience in call centre training and training coordination He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (scheme for fresh graduates). Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.

Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.

His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.

Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos

To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html

In depth and detailed profile is available upon request.

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Recorded live
Convincing to pay using positive and worrisome consequence visualization

Training by Shahrukh Moghal
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Emotional persuasion with impact through the right collection dialogue

Training by Shahrukh Moghal
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Rapport building debt collection communication flow that builds trust

Training by Shahrukh Moghal
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Our vision

Facilitating Customer Delight through Professionalism in Human Capital Development

Our mission

To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise


Our values

Honesty, Integrity, Sincerity

Contact

Quality Input Resources Sdn. Bhd.
Contact person: Shahrukh Moghal
M: +60123278240
Email: shahrukh@contactskills.com