In-house Tailored Training
CFT offers 3 different levels within its bespoke training service to ensure there is a suitable package for every organisation’s budget and individual training requirements.
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Bronze  |
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| Comprehensive training needs analysis |  |
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| In depth evaluation of live calls | |
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| Development of a bespoke training workshop | |
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| Delivery in-house at your premises | |
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| Course prizes | |
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| Anonymous delegate feedback | |
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| Copy course material for each delegate | |
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| Full day site visit to observe your team at work and understand your unique culture, policies and procedures | |
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| Fully indexed colour handout with detailed section on how to deal with specific reasons and excuses not to pay | |
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| Certificate of course completion for each delegate | |
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| Write up of all issues which evolve | |
All in-house training is tailored to reflect your organisation’s unique culture, policies and training requirements, and can be delivered during both daytime and evening hours. This ensures:
- Quick delegate buy-in
- Focused learning
- Maximum interaction
- High motivation
- Cascading of proven techniques and tactics
The all-in-one delegate fee covers both the course development and course delivery and all material will be agreed with your organisation in advance of roll-out. No deposit is required for any of CFT’s tailored training packages.
Legal and Regulatory Compliance
- Unfair debt collection practices: Practical advice on translating the Office of Fair Trading guidance notes, harassment legislation and OFCOM regulations into workable, easy-to-understand practices.
- New complaint handling rules with effect from 6 April 2007 - The Financial Ombudsman Service: Understand the requirements of your own internal complaints procedure to avoid fines, bad publicity and avoidable compensation claims.
- Banking and Mortgage Codes: Understand your obligations in respect of customers facing potential or actual financial hardship and ensure you are compliant with the principles of the Common Financial Statement
- Mental Health Awareness Guidelines: Understand your obligations in respect of customers who are suffering poor mental health – and understand the issues which can significantly affect a debtor’s ability to effectively manage their financial situation
- The New Consumer Credit Act 2006
Negotiation Success and Tactical Excellence
GUARANTEED ABILITY TO COLLECT MORE MONEY
- Maximise the chance of immediate payment: How to use positive assumptions and a confident image to increase the chance of an instant resolution.
- Increase the amount offered: Practical hints and tips from real life debt collectors on how to maximise the payment offered and the commitment to sustain future payments
- Tailor your positive and negative consequences to achieve proper customer ‘buy in’: Practical advice for using motivators to pay, knowledge and power to achieve a positive outcome.
Assertiveness in Debt Collection
Practical, easy advice to increase your perceived importance:
- Discover how to change a debtor’s behaviour by the way YOU behave on a call or home visit
- Passive and Aggressive Behaviours: Identify the causes in behavioural changes and the impact this can have. Expert advice on how to become more assertive without resorting to bullying tactics.
- Dealing with Aggressive/Abusive Customers: How to stay calm when confronted by negative behaviour and turn a conversation around to your advantage.
Conversation Structure and Strategy
- The Power of a Well Structured Conversation: Avoiding the ‘circular argument’ or the ‘friendly chat’ by injecting structure and control to your conversation from beginning to end
- Choosing the correct strategy for each customer ‘type’: Advice in identifying behaviours which display a customer’s level of intent, ability and honesty
- The Power of Silence: How using Silence as a tactical choice adds pressure without rudeness at the crucial stages of a conversation.
Effective Supervision in Debt Collection
- 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.
- Effective call monitoring: Understanding the difference between ‘prescribed format’ and ‘tactical excellence’. Avoiding a tick box mentality.
- Effective coaching and 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.”
- Motivation and reward. Understanding the difference between hygiene factors and motivators and recognising the importance of each.
Financial Difficulties and the Role of 3rd Parties
- Regulations to consider when dealing with appointed representatives: What collectors can and can’t do in respect of their dealings with 3rd parties
- An overview of the Common Financial Statement: What items are debtors ‘allowed’ to spend on their financial statement?
- Negotiating with 3rd Parties: When is it acceptable to request proof, stipulate an increase and accept an offer of reduced payment?