What is The Process of Professional Collections™?
The Process of Professional Collections™ is a modular video training program specifically designed for training people who do telephone collections. The program offers in-depth instruction in the development of advanced interpersonal skills, such as matching sensory styles, maintaining accurate communication and influencing emotional states, along with essential training on the important elements of the collection call, such as pre-call planning, handling objections, and closing the call.
How is the training material presented?
The Process of Professional Collections™ is a seven-module training program that combines preparatory workbook readings, video instruction, interactive video exercises, and role-play practice to convey vital communication and collection skills.
The video presentations have been carefully designed to both hold viewer interest and increase learning by providing realistic collection scenarios that blend serious instruction with a touch of humor. The interactive video exercises in each module require participants to choose a correct behavior or response from several possible alternatives. This proven training approach provides a thought provoking and entertaining learning experience.
What is the collection philosophy behind The Process of Professional Collections™?
Customer service is the prevailing philosophy of The Process of Professional Collections™ program. A collector’s job is to produce an environment that motivates payment of an overdue balance. The Process of Professional Collections™ teaches a collection approach that emphasizes communication skills and a systematic, professional approach for gaining a debtor’s confidence and commitment to pay.
What makes The Process of Professional Collections™ different from other collection training programs?
Unlike expensive seminars, boring workbooks, or outdated videos, The Process of Professional Collections™ offers a thought provoking, engaging training experience in a combination of interactive formats. Many companies and agencies have selected this affordable, effective training alternative to provide their personnel with cost-effective, quality collection training.
What training topics are presented by The Process of Professional Collections™?
The Process of Professional Collections™ concentrates training on the two crucial areas collectors must master to be successful in their field.
The first focus of training is the key telephone communication skills used by today’s most successful collectors. These skills include telephone voice, listening, communicating clearly, and handling emotions.
After presenting these communication skills, The Process of Professional Collections™ addresses the important fundamental collection skills that instill confidence in debt collectors and empower them to professionally handle all types of collection situations.
How is the training program organized?
The Process of Professional Collections™ is conveniently organized into seven individual training modules. Modules 1-4 address advanced communication skills; Modules 5-7 concentrate on telephone collection skills. Each module covers a specific skill important to the collection representative. The modules make complete use of the workbook reading material, video presentations, and the role-play exercises.
What are the advantages of the “interactive” video training approach used in The Process of Professional Collections™?
Rather than becoming passive observers of the video, trainees using interactive training material are active participants in the program. This “natural” approach to learning is self-paced, more interesting, and makes the learning experience both lasting and effective.
Does The Process of Professional Collections™ require a teacher?
No. Although the program is designed for small group facilitation, many users of The Process of Professional Collections™ are small businesses and agencies that use the program in an individual training environment. The workbook and video exercises are very effective in either individual or group settings. The role-play exercises, however, are most effective when incorporated into a group setting of at least three trainees.
Is the program suitable for training entry-level collectors?
Yes. The Process of Professional Collections™ is a very effective resource for training entry-level collectors because it stresses the “How-To's” of the important fundamental communication and collection skills new collectors must master if they are to be successful in the field.
Is The Process of Professional Collections™ made for first-party or third-party debt collections?
Although The Process of Professional Collections™ uses a first-party collection environment as its basis, the high quality of the course materials, which provide top-notch training in communication and collection skills common to both first-party and third-party debt collectors, has led a number of third-party companies to choose The Process of Professional Collections for training all of their third-party debt collectors.
Will I be able to use The Process of Professional Collections™ for refresher training?
Yes. Over time, even the most experienced telephone collectors can develop “bad habits” that are detrimental to their effectiveness in dealing with clients or debtors and can adversely impact their collection results. More often than not, high-time collectors slip into counterproductive telephone collection practices that are either communication weaknesses or deficiencies in basic collection skills. Refresher training is vital to maintaining your collectors’ skills.
The Process of Professional Collections™ is the ideal refresher course for your experienced collectors because it focuses directly on the fundamental skills that are crucial to the successful completion of every collection call—critical telephone communication skills and fundamental collection skills.
How much time does The Process of Professional Collections™ training program take to complete?
Training time is dependent upon your approach for presenting the course and the size of your training group. A facilitated group, with Q&A sessions, discussion, and complete role-play, should allow one to one-and-one-half days to complete the entire course. An individual who is doing self-paced training without role-play exercises can comfortably complete the course in less than one day.
I am interested in owning The Process of Professional Collections™. How much does it cost?
The price of The Process of Professional Collections™ training package is US $895.00, plus shipping (and tax, if applicable).
The complete The Process of Professional Collections™ training package includes the following components: 1) A combination Leader Guide/Participant Workbook for facilitating presentations; 2) Three Participant Workbooks containing background readings for each module, worksheets for all video exercises, and role-play scripts; 3) Seven video training modules.
A 15-day money-back guarantee is offered on purchases shipped to continental U.S. locations.
How can I find out more about The Process of Professional Collections™?
For more information about The Process of Professional Collections™, contact us at 1.888.INNOVATE.