Post COVID-19 Telephone Debt Collection Workshop
Thursday 3rd December 2020

IRRV Scotland is pleased to announce that we are able to run our autumn training programme at the Leapark Hotel, Grangemouth. A great deal of thought has been given to providing training in a safe and socially distanced manner and this will necessarily significantly limit the number of delegates who can attend events but we do wish to respond to the many requests we have had about recommencing our training events. Detailed arrangements have been made with the venue to ensure you have an enjoyable training experience in a safe and socially distanced environment in keeping with the requirements of the Scottish Government’s Route Map out of lockdown.

The coronavirus pandemic has had serious financial implications for many households some of which find themselves with debt problems for the first time.

As local authorities restart their recovery procedures, a key objective will be to make payment arrangements based on ability to pay. To achieve this, direct verbal contact with debtors will be critical. Staff will, therefore, need to be equipped with the necessary communication and negotiation skills.

Meaningful payment arrangements can only be made once the debtor’s financial circumstances are understood. This requires a structured approach to conversations, not only asking the right questions but doing so in the right order thus ensuring the necessary information is obtained, not just the details the debtor might want to provide.

This course will examine the different financial consequences of the pandemic and cover the interpersonal skills and behaviours required to maintain control of conversations and negotiate effectively including managing confrontation.

The course is relevant to managers involved in the development of collection strategies as well as all those who deal directly with debtors on the telephone or face to face.

Thecourse leader for the workshop is Allan Traynor. Allan is a past national President of the IRRV, and has extensive experience of revenues administration and collection in local government. Allan has delivered many collections and recovery related courses in Scotland before and delegate feedback includes :

“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”

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.

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 workshop represents excellent value for money, with seminar fees starting at only £165 + VAT. Every third place from the same organisation booked for this course (and made in the same booking) is entirely free of charge.

A full brochure is available here