1. Phone skills training for proactive case management
Jessica Woodruff
SEU Team Lead

2. Provide better customer service by resolving problems early
Benefits
Provide better customer service by resolving problems early
Simple issues can be quickly taken care of when discovered during a call
Phone contact is more productive
Judicial expenses can be saved
Enforcement often does not fix long term issues
It reduces travel time and is more cost effective for customers Provide better customer service by resolving problems early
It can reduce the number of walk-ins

3. Offer Services and Solutions
Goals
Get Information
Address
Phone
Employer
Ask for Payment in full
Let’s NCP know expectation
Handle Objections
Deal with each individually and ask for explanation of excuses
Secure Commitment
Get the NCP to take responsibility
Offer Services and Solutions
Help reduce the barriers that prevent payment.

4. Call protocol Ask One Question at a time Show Empathy
Be a Reflective Listener
Ask Probing Questions
Avoid Distractions

5. Critical Case Information
Gather Information
Contact Information
Payment Resources
Points of Leverage
Critical Case Information

6. ALWAYS START BY ASSUMING THE NCP…
Set expectations
ALWAYS START BY ASSUMING THE NCP…
Can pay
Will take responsibility
Wants to do the right thing
ASK FOR PAYMENT IN FULL
STEP1
PAUSE
STEP2
ASSUME THE NCP CAN PAY
STEP3
STAY CALM
STEP4

7. Critical Objections
Adoption
Change in Custody
Order Dismissed

8. Non-Critical Objections Money Family/ Relationships
Other Misconceptions
Non-Critical
Objections

9. Designed to Provoke a Reaction
Interrupt the Process
Special Objections
Inflammatory
Designed to Provoke a Reaction

10. Keys to success Agreement
Obtain a statement of agreement from the NCP.
Agreement
NCP makes a commitment to take responsibility and move the case forward.
Reasonable
Specify how/what/where/when and who
Specific Details
Stress importance of taking next steps now.
Immediate Action
Set CALREV to follow up and do what you say you are going to do.
Follow Up and Follow Through

11. Thank you