News Article

Conferences and Seminars

CSA launches advanced course in collecting consumer debts by telephone

By CreditMan Friday, August 10, 2007

Following the success of the recent Commercial Collections Course, the Credit Services Association (CSA), voice of the UK debt collection industry, has launched a new advanced course in collecting
consumer debts by telephone, demonstrating the best collection techniques in accordance with the highest industry standards.

Entitled “Getting to Yes”, the full-day course, to be held at the Marriott Maida Vale, London, on Thursday 18th October, will be split into four key sessions, teaching participants the necessary skills to achieve
effective debt negotiation by telephone, and to therefore increase recoveries.

An introductory session on the standards of collection activity, in which delegates will learn how to act legally and conform to the ethics of the CSA, will be followed by three longer workshops on how to
increase success rates in making contact with debtors, influencing skills, and words that influence decisions. Case studies and examples throughout these sessions will be used to demonstrate that the
techniques taught are of the highest standard and produce the best results.

“Contacting a debtor who is apparently ‘never available’ by telephone is common problem for debt collectors,” says Gillian Forrest of the CSA. “They can often face difficulties in negotiating payment
where repossession agents have failed, and in gaining payment against a mortgage shortfall that is years overdue. The course will aim to successfully address these problems, enabling participants to
achieve the highest standard of skills and techniques in debt negotiation by telephone, in order to speed cashflow and reduce the number of debts passed to solicitors or the courts or referred back to clients.

“As an association with its own Code of Practice, the CSA is committed to quality and professionalism in all that it does. Contrary to its popular image, debt collection is not about threats and intimidation, it is
about separating people from the people, perception, emotion and communication. The course will give attendees the necessary tools to do this,” she concludes.

Recommended to all management, supervisory and operational staff working in collections, the course is open to both CSA members and non-members alike. Lunch is included in the booking fee, and the
CSA is offering a 10% discount for groups of three or more delegates.

For further information and to reserve your place on the training course, please contact the CSA Training Department on 0191 286 5656 or email