Effective Debt Collection by Phone (in English)

HILLWAY Training & Consulting is a Polish training and consulting company, established in 2011 by experienced industry practitioners. We specialize in developing competencies and qualifications through high-quality business training – including soft skills, hard skills, and industry-specific training. We focus on real business challenges, offering dedicated training programs and consulting projects in areas such as: management and leadership, sales, customer service, effective communication, HR, debt collection, and call center operations. What sets us apart is our individual approach to clients, commitment to high quality and effectiveness, flexibility, and a team of expert practitioners. We conduct projects throughout Poland and abroad. Our mission is to support the development of companies and employees by providing knowledge and tools ready for immediate application. More information can be found on our website hillway.pl

"Effective Debt Collection by Phone" is a competency development program focused on conducting debt collection calls – from preparation, through persuasion techniques, to emotional control and effective debt recovery. The training teaches how to use phone conversations as a professional communication tool with debtors – while maintaining business relationships, effectiveness, and mental resilience. Participants work with the trainer to develop their own debt collection strategy. They practice responding to excuses, difficult emotions, and assertive techniques. They learn linguistic and psychological tools that facilitate effective conversations, as well as principles of prevention and teamwork in the area of receivables. The training emphasizes practice – simulations of conversations, analysis of real cases, and individual work on the debt collection attitude. It is an intensive workshop for those who want to recover debts faster, more effectively, and professionally.

The training is intended for a wide audience, including:

• employees of debt collection, receivables monitoring, and tele-collection departments
• KAMs and salespeople responsible for payments
• individuals starting work in telephone debt collection
• experienced debt collectors looking to streamline their actions

The main objectives of the training are:

• increasing the effectiveness of debt collection calls
• mastering persuasion and emotional control tools
• implementing debt recovery strategies while maintaining relationships

Participation in the training will bring participants a range of benefits, such as:

• greater confidence in conversations with debtors
• better debt collection results and shorter recovery times
• improved quality of cooperation with clients and the team
• increased resilience to stress and manipulation

"Effective Debt Collection by Phone" is a training composed of 6 modules that develop communication, psychological, and practical skills in the area of telephone debt collection:

• Module 1: Building Relationships in Debt Collection
  • role and tasks of the debt collector
  • changes in the approach to debt collection
  • self-awareness and teamwork
  • assertive attitude and debt collection prevention
• Module 2: Communication and Effectiveness of Calls
  • 7C model in conversations with debtors
  • elements of negotiation and action strategy
  • barriers and language errors
  • mental resilience
• Module 3: Psychology of Debt Collection Conversations
  • emotional and stress control
  • reason vs. emotions in conversation
  • recognizing debtor behaviors
  • maintaining good relationships
• Module 4: Structure of the Phone Conversation
  • preparation and gathering information
  • tools for controlling the conversation
  • importance of questions and their types
  • development exercises
• Module 5: Pro-Partner Attitude in Debt Collection
  • teamwork and debt collection strategy
  • managing emotions and relationships
  • avoiding mistakes and loss of contact
  • consistency of actions
• Module 6: Difficult Situations in Debt Collection
  • workshops based on real cases
  • working with conflict situations
  • anti-stress techniques

Duration of the training: 2 training days - 16 hours with standard training breaks

• Training materials
• Trainer's travel to the venue
• Training management
• Training needs assessment