Outbound Call Flow - Call Centres PDF

OUTBOUND CALL FLOW GUIDELINE TO LEARN, APPLY, AND MASTER THE CALL FLOW STEPS REQUIRED FOR AN OPTIMAL COLLECTIONS CALL.  2 DEFINITIONS  “Outbound” focuses on making calls to a third party  “Call flow” path...

OUTBOUND CALL FLOW GUIDELINE TO LEARN, APPLY, AND MASTER THE CALL FLOW STEPS REQUIRED FOR AN OPTIMAL COLLECTIONS CALL.  2 DEFINITIONS  “Outbound” focuses on making calls to a third party  “Call flow” path you direct your debtors down when you make contact to conclude payment arrangements  “Debtor” means someone who owes money,  “Client” means creditor (Bank) or Service Provider  “Legal action” means Letter of demand up until Judgment  “Debt” means the debtor of a defaulting debtor,  “Meta Skills” skills that help you connect, challenge, coach and help you negotiate affectively  “POPI Act” The protection of personal information Act  “ITC Record” Credit worthiness (Credit score)  “Debit order” giving a third-party permission to deduct money from your account  3  Debtors often play victim or tormentor roles, avoiding responsibility by blaming others. To shift them to a more accountable stance and have productive conversations, we use these meta skills: META SKILLS META SKILLS LIKE CONNECTING, CHALLENGING, AND COACHING HELP YOU ENGAGE EFFECTIVELY WITH DEBTORS AND Connectors builds a Coaches steer HAVE PRODUCTIVE Challengers reveal rapport by listening uncomfortable truths conversations toward CONVERSATIONS. carefully and speaking solutions, helping debtors and ask tough questions politely, creating trust explore the impact of respectfully, helping that facilitates difficult their actions and make debtors make informed but solution-focused accountable decisions decisions without without dictating what the conversations. judgment. debtor must do.  4 STEP 1: PRE-CALL SET UP Posture up straight and turned towards the screen. Headset on and ready to talk. Put all distractions away (cellphone, mirror exc.) DEBTOR’S EXPERIENCE When we are well prepared for the call, the debtor experiences us as clear, organized and in control // Prepare to focus on the next call, having let go of the previous one.  5 STEP 2: GREET Greet Debtor using words Like: - Good day - Debtors Title and Surname (repeat throughout the call) - Clearly state your name - Clients name DEBTOR’S EXPERIENCE “This sounds important. I am paying attention” Aim to connect with the debtor from the moment you greet Use the meta skill of connecting to greet debtors in a way that encourages them to come out of hiding and reassures them that you're here to help.  6 STEP 3:VERIFY Start the call by stating “The call is being recorded for quality and security purposes” Ask security questions by using these options: Option 2: I have Option1: Can Option 3: Please an ID number you please confirm you date starting with confirm your ID of birth including 760610, would number your home you complete the Use the meta skill of rest of it please? address? connecting to create Verify and recite the POPI Act. a relationship of equality. Trust by exchanging If all fails, educate debtor as to the impact of not information. participating in verification. DEBTOR’S EXPERIENCE – “ This is an important call, and my security is being taken seriously”  7 The Exploration steps contains 4 parts, which should be followed to ensure that the account is explored in detail and the debtor and agent are clear on the account details and debtors situation! STEP 4: EXPLORE PART A: OPEN EXPLORE - Reason for call PART B: EXPLORE ACCOUNT FACTS - Do & Say PART C: PROBLEM SOLVE - Consequences & Impact PART D: EXPLORE REASONS Use the meta skill of challenging to: FOR NON-PAYMENT - Get the debtor into an open, honest place where they clearly understand the state of their account and the behaviour that causes it. - Get a clear understanding of the debtor’s ability & likelihood to pay.  8 STEP 4: EXPLORE PART A: OPEN EXPLORE (REASON FOR CALL) The purpose of my call is to discuss the status of Thank you for verifying Open Part A by using your *** account that has your information, Mrs words like: been handed over to *** Kumalo regarding outstanding balance *** Always maintain control of the call – don’t give the debtor the opportunity to take over. Always try to land this quickly, with as little detail as possible. - Let the debtor know the reason for the call without giving them too much information to jump into problem-solving - Lead the debtor into a space where their account can be explored  9 STEP 4: EXPLORE PART B: EXPLORE ACCOUNT FACTS - Status code to understand accounts risk - Total due SCAN AND SPOT - Last payment date and amount while you explore - Debit order date account - Debit order product (Debi check) facts on your - How many times did the PTP break supporting - Previous comments systems - Over limit or arrears status - Consistency of income - Last purchase date - Fees, charges and interest  10 STEP 4: EXPLORE PART B: EXPLORE ACCOUNT FACTS TAKE DEBTOR THROUGH THE ACCOUNT FACTS Create and adult-adult interaction by Focusing on facts Mrs Kumalo, to help us have a more Mrs Kumalo, looking at the productive conversation, I’m going to Mrs Kumalo, let's explore what’s open your account information and take information on your profile, this is happening on your account you through the facts of your account as what I am seeing I see it Mrs Kumalo, I am going to open your Mrs Kumalo, according to your Mrs Kumalo, do you receive your balance sheet records when was your last payment? statements?  11 STEP 4: EXPLORE PART B: EXPLORE ACCOUNT FACTS  FACTS – HISTORY - I see your last payment made was X amount on X date - I see you made a short payment of X amount on X date - I see that you made an agreement to pay X amount on X date and no payment was received (relevant on broken PTP’s) - I see that you have a debit order on X date/ I see that there was a debit order on your account for X date  FACTS – COLLECTIONS - I see you are in arrears with X amount - Your outstanding balance is X amount - Your credit bureau rating is being affected because of your account being in arrear and/or over the limit  12 STEP 4: EXPLORE PART C: PROBLEM TO SOLVE Share the problem with the debtor by using words like: Mrs Kumalo, having explored or reviewed your account information with Share the problem Your ITC record is Your account has Your account has If no arrangement you, with thethe debtor by being affected been placed on been handed over is made, *** might consequences or using words like: negatively, which hold and you for legal collections proceed with legal impact I want to will affect your cannot use the action if we receive help you avoid future credit account for the instruction from is….. time being our client *** - Move the debtor from focusing on the problem to focusing on finding a solution in order to avoid the consequences. - Create a sense of partnership with the debtor that will enable you to work together to find a solution.  13 STEP 4: EXPLORE PART D: EXPLORE REASONS FOR NON-PAYMENT Explore reasons for non-payment or broken promise by using words like: ** Remember ** to focus on any reasons that have changed the current or immediate financial situation of the debtor and not old or often used excuses! - Gather information that will guide you to negotiate the best possible plan. - Establish the debtor's ability and likelihood to pay and find out what changed in their circumstances.  14 STEP 5: NEGOTIATE A ** Remember ** SOLUTION The account has been explored PART A: OPEN and the debtor has shared their NEGOTIATE A SOLUTION circumstances. Now all that information needs to be put to  Open the negotiation process by using words like: use to find the best solution to  Considering your total due of cure the account X amount, which is due today and give your circumstances, let's work together to find a solution to get your account up to date  Example” - Total due of X amount - Due today - Given your circumstances * Land total settlement due today - Find a solution * Show understanding of circumstances - Account up to date * Encourage joint solution-finding  15 STEP 5: NEGOTIATE A SOLUTION PART B: NEGOTIATE A PLAN  SOLUTIONS-FOCUSED PROCESS ✓ Consider the account facts + reason for non-payment “Mrs Kumalo, we’ll have to work together ✓ Identify relevant mandates pertaining to this account and reason for non-payment to come up with a plan that will clear your ✓ Negotiate a plan to solve total due, considering the reasons for total due” non-payments ✓ Ask for the full balance ✓ Offer a discount if you have a mandate ▪ IF DEBTOR IS UNABLE TO SETTLE FULL BALANCE ✓ Ask for half of the balance ✓ Arrange for settlement over 3 months ✓ Arrange for a 20% instalment ✓ Arrange for a 10% instalment ✓ Arrange for minimum required instalment ✓ Negotiate 3 months below criteria, whereafter debtor needs to increase if your mandate allows ✓ Arrange vintage/activation payment if your mandate allows ✓ If all options offered don’t meet or assist the debtor – do a warm transfer of the debtor to Debt Solutions  16 STEP 5: NEGOTIATE A SOLUTION PART C: ARRANGE PAYMENT PLAN AND METHOD OF PAYMENT Mrs Kumalo, you agree the following CONSIDER DIFFERENT PAYMENT METHODS: payment plan to bring your account up to date. X payment by x date through X method  Ensure the debtor is clear about their arrangement date, amount and payment method  Ensure the debtor is clear about the alternate solution  Take out as much risk of “non-payment” as possible from the debtor’s payment plan  The excess amount is required immediately  If account is not serviced by a monthly salary, offer the debtor a debit order option (according to your mandate)  Educate and explain benefits of a debit and reduction order DEBTOR’S EXPERIENCE “That was difficult for me, but I feel relieved that I’ve made a plan that will fix the problem, and something I know I can stick to”  17 STEPT 6: WRAP Wrap up the conversation with clear confirmation of the agreement!  CHECK DETAILS “Mrs Kumalo, let's make sure that all your details are correct” ❖ Update debtor’s details ❖ Contact number ❖ Address details ❖ Email address  RE-CONFIRM ARRANGEMENT “I would like to confirm your immediate promise to pay X amount by X date and then your monthly payment arrangement to be paid on X date in the X amount” ❖ Immediate PTP ❖ Monthly PTP ❖ Repeat your name should you want to contact me ❖ Confirm matter of reference number ❖ Confirm you will be sending your contact details via SMS/email “Is there anything about the arrangement that you are unclear about?”