Successful sale to customer
Obtain the knowledge necessary to successfully design and implement a collection campaign in the contact center with significant increases.
Know the fundamental principles that increase productivity in collection operations.
Possess the information to implement improvements in collection operations.
16 HOURS OF TRAINING
Definition of Collection Telephone
Telephone Collection Channels
Telephone Collection Indicators
Efficiency: Number of Dials, Number of Contacts
Quality: Number of commitments payment, Commitment amounts, Impairment level
Cost: Cost per contact, Cost per payment commitment
Process to work
Portfolio from 1 to 30 days, 31 to 60 days, 61 to 90 days
Key elements to consider
It has a management model
Consider the Success Factors
Planning in the assembly of collection campaigns phone in 8 steps
Skills to develop in RCTs
Meets dialing standards
Use professional protocols
Communicates effectively with the client (Product, Age of arrears, Amount of money owed)
Listen carefully to what the client has stated (Communication Tools)
Respond according to what is established in the Manual of Objections MO (How to refute the reasons why they do not pay)
Closing of Negotiation (Amount, Payment commitment)
Remains calm at all times, even with clients or difficult situations
Achieve personal management goals (Number of payment commitments.
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Take with you all the information from the Seminar How to manage collection channels
Synchronous Virtual Training
At TELEACCION we have adapted our training processes to the online training methodology, seeking to guarantee the high standard of pedagogical and technical training programs.
We reduced the duration of training sessions.
We guarantee interactivity with the participants and pedagogical tools.
We integrate virtual conference platforms, which allow to improve the relationship with the participants, use of whiteboards, separation of groups that also generate control metrics.