THE WORLD OF DEBT COLLECTION

This course will give you an overview of the Debt Collection industry and the importance of Debt Collection on the economy.

Ideal for all Contact Centre Staff

Optional for Portfolio Managers and Back Office Users

1. Important Notice
1. Recap: VVM Culture
1. CEO Message: Debt Collection
2. Quiz: What is Debt Collection
1. Introduction to Collections Terminology
2. Collections Terminology
3. World of Debt Collection Terminology 101
4. Quiz: Collections Terminology
1. Grace and Bheki at the VVM gym
1. KPIs and Metrics
2. Metrics Matters
3. Quiz: Metrics Matters
4. Agents are Heroes
1. Active Listening
2. Quiz: Active Listening
3. Empathy
4. Quiz: Empathy
5. Tone of Voice
6. Quiz: Tone of Voice
7. Effective Communication
8. Quiz: Effective Communication
9. Probing Questions
10. Quiz: Probing Questions
11. Assertive Technique
12. Quiz: Assertive Technique
13. Voice of the debtor
14. Quiz: Voice of the debtor
15. Word choices
16. Quiz: Word choices
17. Accents and Language barriers
18. Quiz: Accents and Language barriers
19. Treating debtor and callers with respect
20. Quiz: Treating debtor and callers with respect
21. Dead air
22. Quiz: Dead air
1. Employee Success Story: Nakisani Munyai
2. Employee Success Story: Nokuthula Vuma
3. Employee Success Story: Adolphus Sebolai
1. Debt Collection Exam
1. Congratulations