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Could your staff use some practical help with telephone collections?

Would a clearer understanding of the collection agency process help you get the best results from your OCA (Outside Collection Agency)?

Would you like to be more effective in assessing financials and credit applications?

Our internal experts and external alliances can provide training on just about any aspect of the quote-to-cash process, credit management, collections, negotiation skills, etc. Our alliance partners also offer training in soft skills like time management, teamwork, communicating effectively, and customer service.

These workshops were designed to develop skills and expertise of credit and collection professionals and are available as full or half-day programs.

Outside Collection Agency (OCA) Procedures

An in-depth explanation of how OCAs work including:
  • Claim Placement: When and how to place your delinquent accounts to ensure the greatest chance of collecting successfully
  • In-House Collections: How your account is handled by the OCA
  • Attorney-Amicable Action: When and why the OCA would hand-off your account to an attorney in the debtor's locale
  • The Legal Process: What to expect when the attorney recommends suit; how to decide if it's worth pursuing; what's next when you say "Yes"
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Basic Financial Analysis

Take your department's effectiveness in evaluating a customer's creditworthiness to the next level. They will learn:
  • How to evaluate the business of a potential customer
  • What financials to ask for, how to analyze them, and what they can reveal
  • Cash Flow Analysis, "Eyeball" Analysis, and the Z-Score
Find out more

Credit and Financial Analysis

Evaluate your current credit process and improve how credit decision making is handled.
  • Appreciate the importance of credit in the cash cycle, and what to consider when developing one
  • Why your company needs a credit policy
  • Analyze financial statements and evaluate a complete credit application
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ABC's of Collections

How your collectors can make more effective collection calls.
  • Telephone Personality: attitude, voice, approach
  • Preparing for the Call
  • Conducting the Initial Call: what to listen for, reaching the decision-maker, handling common objections
  • Follow-up calls; and the time-value of money
Find out more

Telephone Collection Techniques

Your collectors become confident and productive collection professionals.
  • Knowing Your Customer-Knowing Yourself
  • Call Preparation, The 7 Step Collection Call and Overcoming Objections
  • Working with 3rd Party Collection Agencies
  • Bankruptcy and Litigation
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Overview of the Legal Process

Learn when a lawsuit makes sense and has the most likelihood of success.
  • When to Sue
  • Court Costs and Suit Fees
  • The Commercial Lawsuit: Step-by-Step
Find out more

Overview of Business Bankruptcies

Understand the ramifications to creditors of the two primary business bankruptcy chapters and what you can do to help protect your interests.
  • Chapter 7: Corporate Liquidation
  • Chapter 11: Business Reorganization
Learn more

If you'd like to have our expert trainers educate your staff, contact us.