All articles
- How Financial Difficulty Has Changed Over Time
What is the definition of financial hardship in the UK today, and how can creditors decide if it is genuine, or merely a lifestyle choice?
- How Reliable Is Debt Advice?
With the market for debt advice booming, should debtors turn to debt management companies, and how can creditors be sure consumers are receiving the best advice?
- How To Find The Best Training
Once you have decided to invest in training your collections team, what should you look for in a potential provider, and how can you ensure the lessons carry over to your day-to-day work?
- The Customer, The Collector And The Debt Management Company
The relationship between debt management companies, collectors and debtors can be delicate, but government guidance notes are there to help things run smoothly.
- Take Control Of Your Collections Calls
First impressions count - and when making a collections call, that means portraying an image of firm but polite control and conveying authority to get what you want.
- Effectively Supervise Your Collections Team
Collections supervisors have a difficult role, bridging the gap between the decision makers and those on the front line, but by understanding the value of praise and reward, as well as clear and realistic objectives, you can watch your team fulfil its potential.
- Effective Evaluation Of Debt Collection Calls
As more organisations seek to gain a competitive advantage by improved collections, evaluating collector calls is vital in monitoring both performance and compliance.
- Make The Most Of The Telephone
The telephone can be a powerful tool for collecting outstanding debt, but it is only as good as the collector using it, so the right skills can make all the difference.
- The Art Of Negotiation
Negotiating with debtors has become a part of the everyday debt collection process, indeed it is now a regulatory requirement, but
with customers being more credit aware than ever, has the control passed over to the debtor?
- Make The Responsible Call
Few would argue use of the telephone is an integral part of efficient and effective debt collection in the 21st century. Misuse of this contact method continues to exist however, and has inevitably contributed to the increased focus being placed on adherence to existing legislation, and the introduction of new guidelines and other relevant literature in this area.
In response, however, some may say this ever-increasing focus is placing an unfair burden on the role of telephone collecting, and risks the creation of a collector community dangerously underconfident in their ability to pick up the phone, speak to the debtor and reduce the outstanding debt.
