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Seb Anthony

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Call Centre Collections Skills


I have recently been asked to improve the collections performance of a lending department. I have completed a TNA (at great length) and found there to be a skills gap in negotiation techniques and general telephone skills. 1 to 1 coaching has proven quite effective, but I would like to develop a training course to compliment this. I am aware of general negotiation techniques, but not in a non face to face environment. Does anybody have any tips/hints that I could use? I have hit a bit of a brick wall at the moment.
Thanks everyone
lee cooper

3 Responses

  1. Hints on Telephone Negotiation
    Hi Lee

    In my Negotiation Skills courses I suggest using a Negotiation Framework which looks at the following facets of the negotiation process; Reflection, Needs, Objectives, Facts & Environment.
    Reflection -Understand what you want to achieve, Assessing the other party, Considering your attitude etc.
    Needs – Yours, Theirs, What are the motivators.
    Objectives – What are your & theirs, What If senarios.
    Facts – Ensure you know Facts and are not using Assumptions.

    I also concentrate on Questioning techniques in my Negotiation Skills courses. This is even more important in telephone negotiation. Developing skills in tone of voice, phrasing & active listening are also essential.

    I hope these suggestions are helpful. If you would like to discuss this further, please do not hesitate to contact me on [email protected]

    Kind Regards


  2. Telephone role-play equipment
    Hi Lee

    Once you have devised your training course (from all the wonderful ideas you will be sent by other Training Zone people), then think about complementing that with PhoneCoach equipment that will help your delegates take part in role-plays which are recorded and they can hear them back. Instant proof of how they sound, no denials!, and plenty of taped material for you to dissect for them to learn from. Then they can practice, practice, practice!
    You can hire or buy the equipment and it will improve performance – guaranteed! You can train small groups or up to 12 at a time.
    Details are on (sorry its a plug but I thought you should know about it!).


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