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Credit Control: Effective Telephone Collection Techniques 

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Full-Day Course | £289 + VAT

Telephone collections are a critical part of the debt collection process but often there is little or no guidance given to the employees responsible for the task.  This full-day course will guide you through this challenging task and enable you to improve your skills and effectiveness when dealing with debtors over the telephone.

Course Dates

Please select the date you wish to attend by clicking the circle next to it.

05 July 2017 - Full Day -Birmingham - Colmore Gate
16 November 2017 - Full Day -London - 12 Bloomsbury Square

Course Overview

Making a telephone collection call can be a challenging task - making that call an effective and successful one is an even bigger challenge. If you donít prepare for the call or approach it with the right attitude, techniques, communication skills and confidence, then often the debtor can take control Ė ultimately resulting in an unsatisfactory outcome for you and your business.  This full-day course will develop your skills in all of these key areas and help you dramatically improve your telephone collection performance while still maintaining a strong relationship with your customer. It is an interactive day and uses effective exercises to reinforce the knowledge gained.

Whether you are an experienced collector or someone relatively new to the role, this practical course will greatly enhance your skills.  It examines a number of successful techniques you should use and explains how to handle difficult customers and late payers.  It will also demonstrate how you can spot the difference between excuses and real reasons for non-payment.

Who Should Attend?

This course will be of great benefit to anyone working in credit control - whether you are the sole person responsible or part of a larger team. It will also benefit anyone in more senior roles seeking a greater understanding of the principles of credit control in order to manage their organisation's process more effectively.

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What will you learn?

  • What should I do to prepare for a call?
  • How soon should I ring compared to my payment terms?
  • How do I know whose payment terms apply?
  • How can I succeed without upsetting the customer?
  • How do I sell the need to pay?
  • How do I recognise excuses? How do I counter them?
  • How do I manage to speak to the right person? Who is the right person?
  • What should I say at various stages within a typical call?
  • What tone should I set and what are the best techniques to use?
  • How do I avoid aggressive and submissive behaviour and stay assertive?
  • How do I use questions effectively? What are the best questions to ask?
  • What words and phrases should I use to persuade customers to pay promptly?
  • How should I negotiate the timing and value of the payment?
  • How do I conclude a call?
  • What should I do after the call?
  • How should telephone calls compliment other collection methods?
  • Why do some collectors do better than others? What are the secrets?

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Extra Benefits:

  • A Seminar Pack containing the information presented on the day
  • A Certificate of Attendance

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Course Time:

09:30 - 17:00

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Course Presenter:

Barry Durman

Barry has held a variety of line management positions in Customer Services and Credit Control and he now runs his own successful independent Credit Management Consultancy.  He also has extensive experience of delivering training courses on all aspects of credit control.

He is a Fellow of the Institute of Credit Management (FICM) and a Fellow of the Institute of Management Consultancy (FCMC).

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Course Cost:

The price to attend this full day course is £289 per person and is exclusive of VAT and includes the course material, tea/coffee on arrival, mid-morning tea/coffee and mid-afternoon tea/coffee.

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