Telephone Debt Collection 1 Day Workshop |Norfolk, VA

• Duration: 1-Day Practical Training (8 Hours)
• Timing: 9:00 AM – 5:00 PM (including breaks)
• Location: Location shared via email ( Complete Address )
• Format: Classroom Training (Virtual option available on request)
• Language: English
• Certificate: Course Completion Certificate
• PDUs Awarded: 8 Professional Development Units
• Contact: [email protected]

This Telephone Debt Collection Workshop is a highly practical, skills-based training designed for professionals who handle overdue payments, outstanding invoices, and debt recovery conversations over the phone.

Participants will learn proven telephone debt collection techniques, effective debtor communication strategies, and structured call handling frameworks that help improve recovery rates while maintaining professionalism and compliance.

The workshop focuses on real-world debt collection scenarios, helping delegates confidently manage objections, disputes, payment resistance, and emotionally charged conversations. By the end of the day, participants will be equipped with repeatable call structures, negotiation skills, and best-practice techniques that can be applied immediately in their role.

This session is ideal for organisations looking to improve collection performance, reduce bad debt, and strengthen customer relationships without damaging brand reputation.

Debt Collection Officers
Call Centre Collection Agents
Credit Control Executives
Accounts Receivable Professionals
Customer Service Staff handling payments
Finance and Credit Department Teams

By the end of this one-day workshop, participants will be able to:

Follow a clear, step-by-step telephone debt collection call structure
Handle difficult debtors with confidence and control
Identify different debtor personality types and adapt communication style
Respond effectively to payment objections and disputes
Apply ethical and professional negotiation techniques
Close calls with clear outcomes and payment commitments

Registration & Workshop Introduction
Welcome and objectives
Overview of telephone debt collection challenges
Setting expectations for the day

Module 1: Foundations of Effective Debt Collection
The role and responsibility of a professional debt collector
Attitude, skills, and knowledge required for successful collections
Understanding the psychology of debt and non-payment
Identifying the four common debtor behaviour types
Using account information effectively before making a call

☕ Tea / Coffee Break

Module 2: The Telephone Debt Collection Call Process
Pre-call preparation and account review
Structuring a debt collection call from opening to close
Building rapport while maintaining authority
Handling debtor stalls, excuses, and avoidance tactics
Managing debt disputes professionally
Developing the mindset of a confident collection agent

🍽️ Lunch Break

Module 3: Handling Objections & Difficult Conversations
Common debtor objections and how to respond
Techniques for dealing with angry or defensive debtors
Keeping control of the conversation
Language that encourages cooperation and commitment
Maintaining professionalism under pressure

☕ Tea / Coffee Break

Module 4: Debt Collection Best Practices & Negotiation Skills
Ethical negotiation principles in debt recovery
Balancing firmness with empathy
Payment negotiation strategies that work
The “Close-Out” technique for securing commitments
Ten proven telephone debt collection best-practice techniques

Module 5: Call Closure, Action Planning & Wrap-Up
Confirming payment arrangements and next steps
Documenting call outcomes correctly
Personal action planning for immediate workplace application
Final Q&A and workshop summary

🎓 Certification

All participants will receive a Certificate of Completion from LearneRRing, recognizing their achievement.

Exclusive OffersGroup Discounts:10% off for groups of 5-10 participants15% off for groups of 11-20 participants
Corporate & Team Training Available

Want this course delivered at your workplace or for your team? We offer customized onsite and virtual sessions for companies.📩 Email us at [email protected] for details.

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Host or Publisher LearneRRing