Other Items

Telephone debt collection workshop with PhoneCoach
Thursday 31st May 2018

Improve your collection of rents, local taxation and sundry debt

Leapark Hotel, Grangemouth

Thursday 31st May 2018

Valid for IRRV CPD Points




Course background

Meaningful contact with debtors is crucial to effective debt management.

This one day workshop will focus on the key skills needed to improve telephone call handling resulting in both improved customer service and collection performance through theoretical and practical learning techniques where delegates can interact with each other in a realistic environment.

The course covers all local authority and housing association debt streams and is a must for all staff involved in revenues collection who deal directly with the public.

Course content

  • Telephone etiquette
  • Communication skills
  • Controlling conversations
  • Being assertive
  • Gathering information
  • Understanding debtor motivation
  • Art of negotiation
  • Handling different caller behaviours
  • Managing confrontation

The course has already been successfully delivered in Scotland where feedback has been excellent. Delegates’ comments include :

“I now realise there are more and different skills that I can adopt to deal with phone calls more efficiently”

“I will now be able to control the conversation and also, as I am relatively new to the job, the training has increased my confidence”

“Has given me further skills and methods to use which will hopefully result in more satisfactory outcomes”

“Techniques and phrases pointed out have put a new perspective on how I should make and receive calls”

“I think the training will improve the entire Division's collection rates and inspire confidence in staff”

“I will definitely feel more confident in dealing with all telephone calls - getting payment arrangements. This course has improved my skills in persuasion and negotiation”

Course Programme






Introduction & Objectives


Power of the telephone


Practical exercise


Call structure and communication skills


Practical exercise


Coffee Break


Questioning techniques


Practical exercise


Negotiation skills


Practical exercise


Lunch Break


Negotiation behaviours


Practical exercise


Telephone etiquette


Confrontation and difficult calls


Practical exercise


Coffee Break


Outbound calls - strategy and making initial contact


Practical exercise


Outbound calls - negotiation


Practical exercise


Closing summary and action plan


Workshop Close


This is a one day course aimed at raising the awareness of effective recovery action in providing telephone service excellence and improved performance in collecting debts and reducing arrears.

Who should attend? All managers and staff who deal with the public over the telephone to collect rent, local taxation and sundry debts.

The Course Leaders for the workshop are Allan and Dee Traynor. Allan is a past national President of the IRRV, and both Dee and Allan have extensive experience of revenues administration in local government.

Learning Outcomes

  • Understand the importance of the telephone as a recovery tool
  • Gain key skills in assertiveness, listening and negotiating with customers
  • Deal with callers in a professional and efficient manner

The seminar represents excellent value for money, with seminar fees starting at only £195 + VAT. This includes lunch, refreshments, and training materials.

As places are limited to 12 delegates, early booking is essential.

The IRRV regrets that, under normal circumstances, delegate fees cannot be refunded. However, delegate substitutions may be made at no cost at any time prior to the Seminar, subject to these being notified to the Institute.


Every fourth place from the same organisation booked for this course (and made in the same booking) is entirely free of charge. Please note that, due to the demand for places, this offer applies only to the course detailed in this brochure.


Any queries?
If you have any queries, please contact

Fraser Macpherson,
IRRV Development Manager,
2A Argyle Street,

Telephone/Fax – 01382 456029
email -


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