Debt Collection Skills

Course Overview

This course is specifically designed for debt collection call center agents and credit department staff who deal with customers with outstanding or overdue debts. It introduces a plethora of specific debt collection call best practice and negotiation techniques to help collection staff handle challenging collection conversations more professionally with debtors and customers with overdue payments and collect more overdue debts.

Course Objectives

By the end of this training course participants will be able to:

  • Follow a step by step debt collection call process
  • Increase debt collector’s confidence when handling challenging collection calls
  • Understand and practice specific collection call best practice techniques

Course Content

 Introduction to debt collection

  • Attitude, Skills and Knowledge of a successful debt collector
  • The 4 different types of debtors
  • Debt collection account fact sheet

The Debt Collection Call Process:

  • A step by step process for a successful debt collection call
  • Debtor’s stalls and objections – Debt disputes
  • The mindset of a successful debt collection agent

Debt Collection best practice tips and techniques:

  • The “Close Out” technique
  • About debt collection negotiations
  • Ten telephone debt collection best practice tips and techniques

Course Methodology

The training is going to be highly interactive combination of lectures, group discussions, questionnaires, individual reflections, role plays, simulations and videos.

Target Audience

Debt Collectors, Trainers and Credit Managers


1 Day (08:30–14:30) with appropriate breaks for tea/refreshments and lunch

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