Telephone debt collection workshop with PhoneCoach®
Wednesday 16th October 2019

For the booking for please click here

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

    PhoneCoach : One Day Programme






Introduction & Objectives

Power of the telephone

Practical exercise

Call structure and communication skills

Practical exercise

10.45- 11.00

Coffee Break

Questioning techniques

Practical exercise

Negotiation skills

Practical exercise

12.30- 1.15

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

Timings are indicative only

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.

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.

The seminar represents excellent value for money, with seminar fees starting at only £195 + VAT. Every fourth place from the same organisation booked for this course (and made in the same booking) is entirely free of charge.

For the booking for please click here