Telephone Coaching Programme

What will the course achieve?

It will enhance delegate’s skills and confidence to negotiate with customers to achieve improved collections for the organisation.

Who should attend?

All staff who deal with members of the public over the telephone as part of their duties. Team Leaders and Managers of Collections, Debt Recovery, or Contact Centre teams.

Course Contents


What will delegates get out of the course?

What will the organisation get out of the course?

Course Delivery

The course is delivered in an interactive way. We use a 12 handset piece of telephone equipment so that 12 delegates can practice theory throughout the 2 day course. Delegates get to use the equipment very early in the course in a fun ice breaker exercise. Because everyone is involved with the telephone equipment all at once, this reduces the fear factor of role plays.

The course uses a guided discovery and delivery method of coaching which is based on the principle that you learn a little, practice, learn from the practice then learn a bit more and so on.