Probe. Listen. Empathize. Articulate. Solve. End ™ The PLEASE ! Workshops Debt collection through call centre Pre-training assessment Training Post-training re-assessment 1 to 1 coaching Trainer/Presenter: Shahrukh Moghal PSMB Approved Trainer EMP1654 Principal Consultant Quality Input Resources Sdn. Bhd. 7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, Kuala Lumpur Tel: Mobile: web: Training R Consultancy

Debt collection through phone Project Agenda – 4 Steps Step 1: Pre-training collection call assessment Step 2: Telephone debt collection training Step 3: Team Leader training Step 4: Post-training collection call assessment, One to one coaching, Reporting results

Project Agenda Step 1: Pre-training collection call assessment 1. Detailed interaction with the management team to understand: What products are being collected on Collection strategy and review of the existing call script Satisfaction and dissatisfaction levels towards the team and process Team size Policies and procedures Do’s and don’ts for the consultant Signing of NDA – if required 2.Call Assessment Assessing recorded calls (Selected agents) Customer objections, Customer agreements, Rep skill level, Rep telephone behaviour Script effectiveness Identifying Strengths and weaknesses in order to develop customized training Modules Assessing recorded calls made by a minimum of 20 telephone collectors Developing a Pre-Training Call Performance Assessment Report Adjusting / tailoring debt collection training modules according to findings of the Report.

Step 2: Debt collection agent training Probe Listen Empathize Articulate Solve End 1.PROBE: The art of uncovering customer issues through strategic questioning skills. Striving to understand the reason for delinquency 2.LISTEN: There is a strong link between effective listening and increased collections. We learn how to understand the customer's side of the story through Active Listening 3.EMPATHIZE:-Develop emotional intelligence and the niche for looking at the world from the customer's point of view 4.ARTICULATE: Learn to use voice and words in a way to generate customer reactions such as sense of relaxation, relief, peace of mind and above all...trust. Utilize various elements of voice such as tone, pitch, inflection, volume and rate of speech in order to calm and direct difficult customer situations 5.SOLVE: Script development phase. Resolve the overdue account situation through developing a targeted debt collection script. 6.END: End the interaction with an Extra Miler to give the customer a chance to express need further. Open the door for your next follow up call. The PLEASE ! Framework

Project Agenda Step 2: Debt collection agent training Collection Call Structure Steps to telephone collection Get through to and identify the customer Identify yourself and your company State the reason for the call and full amount due Strategically pause and listen Ask for or discuss the reason for delinquency Motivate and educate the customer to pay Negotiate a payment arrangement to make the account current Verify and update customer information Confirm payment arrangements Thank the customer and conclude the call SCRIPT DEVELOPMENT We ask ourselves the following key questions while designing a winning script: IS YOUR SCRIPT WORKING? Do you have a logically sequenced script? Is it too long? Too short? Is the opening impactful? How much of the script is asking the customer to express the truth about his / her situation, pain points and more? Are non-payment consequences used strategically and effectively throughout your script? Is your script able to generate Attention, Interest, Desire and Action?

Project Agenda Step 3: Team Leader training Team Leader Training Topics The Contact Centre Team Leader's role Team Leadership Strategy Team Development Leadership Skills Coaching for success Call monitoring and the P.E Form Conducting Motivating Briefings Developing winning call scripts

Project Agenda Step 4: Post-training collection call assessment Post-Training Assessment Implementing the new learning (Back to phones) Call Monitoring and post training evaluation Script effectiveness review Fine tuning rep skills and dialogue Individual soft skills evaluation report development Project report development and delivery Has the skills gap been filled? One to One Coaching for final touches Further improvement plan development Delivering motivational activities to team leaders FOC Follow up visit – 2 weeks later A follow-up skills retention exercise shall be performed 2 weeks after completion of the project in order to evaluate performance once again and to provide recommendations for further improvement. This session shall be classroom style – 3 hours per group trained. Subsequently, Mr. Shahrukh shall be available for ad-hoc inquiries from trained agents and team leaders through phone or .

PSMB Approved Call Centre Trainer