Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This two-day workshop is designed to help call center agents achieve results that positively impact the bottom line. Agents will gain a deeper understanding of the collection process while maintaining company-client relationships to position for future business.

What will you learn?

You will review industry and collections standards. You will prepare a pre-call plan including a payment plan. You will appropriately identify different customer responses to modify your behavior and accomplish collection goals. You will also learn to measure and track your collection efforts and results.

Key Learning Points

Discover Breakthrough Techniques to Impact Perceptions and Attitudes
Assess Your Own and Your Clients Communications and Behavior Style
Learn Skills to Establish Powerful Client Relationships for On-going Customer Satisfaction
Effectively Complete a Results-Driven Collections Call and Measure the Return
Use Customer Focused Solutions to Gain Agreement

Modules

The Importance of Professional Collecting

Define perceptions and attitudes
Personal motivators and choices
Statistics to impact the bottom line

Who am I? Who is My Customer?

Identify Four Major Behavior Styles
Recognize Clues of Each Style
Adapt and Modify Your Style

Key Measurements for Successful Collecting

Understand credit terms and processes
Relate results to industry standards

Professional Collecting Using S.C.O.R.E.

Prepare to take or Make Calls
Learn The S.C.O.R.E. Steps of Professional Collecting
Send Trust and Rapport Signals
Ask Appropriate Questions
Present Value Solutions
Recognize and Respond to Resistance
Establish a Plan of Action

Follow-up and Measure Results

Establish a follow-up Process
Examine Improvements

Practice Makes Permanent

Transfer Knowledge Learned

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.