Telephone Collections

The Telephone Collection Workshop Top Performance Inc./Credit In Canada October 2005

The Changing Face of Credit ,[object Object]

The Changing Face of Credit ,[object Object],[object Object]

The Changing Face of Credit ,[object Object],[object Object],[object Object]

The Changing Face of Credit ,[object Object],[object Object],[object Object],[object Object]

The Changing Face of Credit ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

It’s Safe To Say That Delinquency Isn’t Going Away

Wishing and Hoping Won’t Cut It ,[object Object]

What Hasn’t Changed? ,[object Object],[object Object],[object Object]

Question? ,[object Object],[object Object]

“My job is to manage my payables – not manage your receivables” “I decide – should I pay late? If so – how late?” - A Controller in Kingston

Problem Areas ,[object Object],[object Object],[object Object]

What We Need To Do ,[object Object],[object Object],[object Object],[object Object],[object Object]

Wouldn’t It Be Nice To Know? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The best collection techniques are the preventative ones

When Does Collections Start? ,[object Object]

When Does Collections Start? ,[object Object],[object Object]

Collection of Accounts Starts ,[object Object],[object Object],[object Object],[object Object]

Positioning Starts When Account Is Opened ,[object Object]

Positioning Starts When Account Is Opened ,[object Object],[object Object]

Positioning Starts When Account Is Opened ,[object Object],[object Object],[object Object]

A Breakdown of Process ,[object Object]

A Breakdown of Process ,[object Object],[object Object]

A Breakdown of Process ,[object Object],[object Object],[object Object]

A Breakdown of Process ,[object Object],[object Object],[object Object],[object Object]

A Breakdown of Process ,[object Object],[object Object],[object Object],[object Object],[object Object]

Reminder Stage ,[object Object],[object Object],[object Object],[object Object],[object Object]

Discussion Stage ,[object Object]

Discussion Stage ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Number 1 Reason For Lack of Success ,[object Object]

Instead What Customers Often Get ,[object Object],[object Object],[object Object],[object Object],[object Object]

Some Other Observations ,[object Object],[object Object],[object Object],[object Object]

Observations 2 ,[object Object],[object Object],[object Object],[object Object]

Evidence of Average ,[object Object],[object Object],[object Object],[object Object]

Building A Call ,[object Object],[object Object],[object Object]

Having Reasons Why ,[object Object]

Three Approaches ,[object Object],[object Object],[object Object]

Dealing With Concerns/Objections/Stalls ,[object Object],[object Object],[object Object]

Payment Plans ,[object Object],[object Object],[object Object],[object Object]

‘The secret of success is to do common things uncommonly well.’ – John D Rockefeller

Needs Analysis ,[object Object],[object Object],[object Object]

Instructional Method: Case Study

What Do They Want? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Key Skills Checklist ,[object Object],[object Object],[object Object],[object Object],[object Object]

Telephone Collections

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Telephone Collections