Dealing with Collections
“You must pay today. Have you got a credit card on you?”
This traditional, confrontational style is adopted by many collections teams. However, it no longer works – if it ever did.
Our clients have had considerable success working with us to transform their approach. We’ve proven that establishing a trusting relationship with the customer and developing an agreed solution radically improves both the speed and volume of collections. Customers stick to their agreements and prioritize payments, reflecting their increased buy-in to the relationship.
Taking this approach requires commitment, a change of organizational mindset and the skills to have brilliant trust-building conversations. The results can be outstanding.
A financial solutions team in a large utilities company achieved great success working with us to transform the quality of their collection advisors’ conversations. This meant moving the conversation away from the direct, challenging approach to a customer-focused conversation. This helped the customer to open up and talk about their situation. While the advisors are clear about the absolute need to pay, they now agree workable solutions with the client. Results clearly show that customers are sticking to the agreed payment plans. There has been a combined impact of a 15% improvement in customer satisfaction, and a 27% increase in cash collected per hour.
Upcoming start dates
Inquire for more information
- United States of America
Who should attend?
All staff involved in debt collection, and their managers.
Imparta improves its clients’ business performance in the areas of Sales, Sales through Service and Service using highly practical and researched approaches and an integrated solution that goes well beyond simple training interventions. Imparta’s Capability Building® System combines assessment, training, coaching, application...