Skills for Collection Agents

The occupation of a Collections Agent requirers not only knowledge, but even more so skills. We offer a range of interventions and workshops to equip a Collections Agent to be successful and productive.
International Certified Collections Advisor
Get you ICCA certification and put the designation ICCA behind your name.
This course will set you apart of the rest and make you one of the best.

Agents: R2,750 ex VAT per delegate plus International Certification Fee of R150
Trainers: R5,950 ex VAT per delegate plus International Certification Fee of R500
Debt Collectors Code of Conduct
This 1 day workshop covers all aspects of section 15 of the Debt Collectors Act - from the investigation stage of a complaint against you and/or your Agency up and until the Disciplinary Hearing and sentencing. The workshop will include sentencing procedures by the Council of Debt Collectors. Bonus: the workshop will be practical, using cases heard by the Council, thus ensuring that your Agency is on-top of the Disciplinary Procedures and your rights entrenched in the Promotion of Administrative Justice Act 3/2000 (PAJA) are known to you. R2,350 ex VAT per delegate
Help - I am NEW in a Collections Call Centre
This 1 day workshop is a first step into a collections call centre environment for new agents which is normally daunting. Thoughts normally are: can I deliver with assertiveness, confidence and knowledge, calls based on facts. A healthy collections environment normally calls for high energy levels and motivated individuals who are focused and disciplined, that is scary for the “new-comers”. The outcomes of this 1 day workshop: Reasons for our call - Tools for the conversation - Plan & prepare the debtors call - Professional contact with the debtor – Negotiate sustainable payment arrangements by building a relationship - Handle objections & queries – Know the rules (Code of Conduct) - When to let go? - Record the conversation - Dealing with pressure ! R2,550 ex VAT per delegate
Tools for Effective Telephone Collections
This 2 day workshop is about being” Dynamic, vigorous and energetic, that is what every healthy call centre environment strives for. With our (inter)active workshop we remind your agents of the importance of their role, how to rehabilitate debtors through positive verbalisation and building relationships, the debtor today is our potential client in future, creating a culture of making payment and preventing any defences. The outcomes of this workshop: Breaking old habits - Sales and Service approach - Negotiating and using persuasion - Selling the benefits for making payment - Handle difficult situations and dealing with objections – Listen Actively - Asking the right questions - Understanding Legislation & Regulations and educate consumers about the consequences – make decisions with confidence – reach an agreement - follow up effectively - put the responsibility back on the consumer. See the return on your investment, bring back that magical spark and enthusiasm to be the best collection agent you can be. R3,250 ex VAT per delegate
Energise and Gear Up your Collections Team
This 1 day workshop we have developed to give you as client the opportunity to raise your call centre concerns and we then build an energetic workshop customised for your collection concerns and needs. This course is a “must do” if you see that the energy levels are dropping - morale is low - pressure is the name of the game - remember “burn-out” is your most feared enemy in a collections centre. Break out and have some Fun, Energise the Team and Retain the Energy. R2,550 ex VAT per delegate
Connect - Communicate - Collect
We would like to listen to a sample of your agents calls and then build a one day workshop around “asking the right question at the right time” and “are we hearing or listening”. The day is spent on which questions to ask with different objections and how to listen actively for the hidden words. This will empower a culture of effective communication and open the pathway to really get to understand our consumer’s needs. Understanding the consumers’ needs will help identify which proposal will be best when negotiation or when to let the consumer go. R2,550 ex VAT per delegate