Collections Call Skills
Collections is the act or process of collecting something from someone. You are selling the idea to the other party to pay their bill. Those familiar with collections understand that this may not be an easy process. It takes specific skills and strategies to help customers, and the company reaches a mutual agreement of payment. Therefore, we have put together this course to ensure you have the necessary skills and strategies to get the best outcome from every call.
The Call Skills portion of our training teaches the robust process of having a successful call with a customer. We are not only providing you with the skills to navigate a call. We are also helping our clients build an understanding of an effective conversation. The first piece to this discussion is hearing what the customer is saying. We teach the importance of listening to what the customer is saying and how they are saying it. This skill alone sets you apart from other companies in the industry and puts you at an advantage. This process is not just about learning fundamental skills. It is about effectively navigating a conversation by identifying where the customer is within the call and applying the right skill to guide your customer to the best outcome.
Collections Team Leader
The Team Leader Academy modules teach and equip Team Leaders to diagnose and develop Agents while growing team performance through a structured process.
The major components of the MOS involve the CBS call model & the corresponding Skill Development Report. These two create a skill-based development process aimed towards agents and Team Leaders.
Team Leaders in different work environments are responsible for effectively leading their team. With the knowledge of experts, we have developed a Management Operating System (MOS). The Management Operating System is a process to guide how you run your business. It also entails the things you do at every level to ensure the success of your business. The MOS process will provide consistency and structure for changing environments.
Several different module learnings target various areas of the MOS process, such as Call Calibrations, Reports, Individual Development Plans, Lesson Plans, Team Development, and Time Management. Overall, each learning component develops the Team Leader’s ability to lead the ground-level MOS process. These modules also aid Department Managers in their coaching and development of their reporting Team Leaders.
Collections Department Manager
As with any significant change within an organization, the role of leadership is critical to the success of the Management Operating System (MOS).
The leadership stance determines whether the organization reaches its optimum potential or experience limited progress. Additionally, Department Managers are directly responsible for coaching and developing Team Leaders or leaders who lead others. Therefore, we were incredibly strategic about positioning the modules for Department Managers.
By the end of the sessions, we want to ensure these leaders are equipped to spearhead the change and experience the desired performance results.
There is a major difference between the modules assigned to the Department Managers versus any other offered modules. The modules are built around activities focused on the Team Lead coaching responsibilities, which allow Direct Managers to put what they are learning immediately into practice. They are tactically designed to enable the participants to understand the MOS principles at all levels, conduct practice sessions, and ultimately sustain MOS in their organization.
An added evaluation process allows participants to see their strengths and areas of opportunity and uncover topics they may need to revisit to solidify their understanding. Direct Managers will walk away with a clear vision of how to evaluate Team Leads and agents’ performance concerning Call Skills, Individual Development, Team Development, and Lesson Plans, along with the necessary tools required to best support their team.