Effective Supervision In Consumer Debt Collection

"A fantastic course which flew by! Great energy maintained throughout and plenty of opportunity to contribute and share best practice"

Sue Maggs, Training Officer, The Funding Corporation – Oct 2008

"Chris Firat is very knowledgeable, very motivating & creates a relaxed atmosphere for everyone. The course was extremely thorough & I have learnt lots of new ideas to implement within my team."

Michelle Christie, Student Loans Company Limited – March 2008

This interactive workshop will address real collection specific issues, and provide workable ideas for a group of professionals who are central to establishing an effective and efficient link between the operators and the policy makers.

Core course elements:

  1. Modern day collections supervision: The role, challenges and potentially conflicting responsibilities – e.g. pressure to minimise the number of complaints versus pressure to optimise the level of collection.
  2. General collector behaviours: Recognising aggressive, passive and assertive behavioural traits. Finding agreement on the definitions of these common behaviours.
  3. Effective call monitoring: Understanding the difference between 'prescribed format' and 'tactical excellence'. Avoiding a tick box mentality. Focussing on the 4 key aspects of any telephone contact between customer and debt collector. Real life call listening will be included in this session
  4. Effective coaching: Understanding the vital role of coaching in effective debt collection. Identifying behaviour which can be changed. Understanding the difference between teaching and telling. Adopting a process by which you guide and encourage your individual team members towards greater performance.
  5. Effective feedback: The 6 golden rules of feedback. Avoiding generic statements which may be truthful but provide no guidance for achievable change -- e.g. "You're not assertive enough."
  6. Incentives and reward: Discussing the different types of collector reward -- both financial and non-financial. Making incentives and reward a key motivational strategy.
  7. Motivation at work: Identifying and recognising the differences between Hygiene Factors and Motivators.