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Turn Every Collection Call into a Confident, Results-Driven Conversation! Chasing payments doesn’t have to feel uncomfortable or confrontational.
In High-Impact Tele-Collection Skills, you’ll discover how confident, professional communication can dramatically improve your debt recovery results.
This highly engaging MasterClass goes beyond scripts and reminders—it equips you with proven strategies to influence customer behavior, handle objections with ease, and secure firm payment commitments without damaging relationships.
Learn how top collectors stay calm under pressure, sound credible on every call, and guide conversations toward positive outcomes.
If you want to collect more efficiently while maintaining professionalism and respect, this program will transform how you approach every collection call.
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MasterClass 3.0
High-Impact Tele-Collection Skills: Proven Strategies to Collect Effectively
and Recover Debts with Confidence
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Wednesday, March 25, 2026
01:00 PM – 05:00 PM PHT
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LEARNING INVESTMENT
Regular Rate: ₱ 3,998 + VAT / Participant
Reserve Your Spot NOW and SAVE Php. 2,000
Bayanihan Rate: ₱ 1,998 + VAT / Participant
(Pay on or before March 11, 2026)
LEARNING INVESTMENT INCLUDES:
Enjoy a “Fun-filled” e-learning experience, complete with online session materials
and e-certificate of attendance after online course completion.
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PAYMENT METHOD
- Paypal / Gcash / Paymaya
- Credit Cards / Debit Cards
- Bank Transfer / Electronic Funds / Telegraphic Transfer
- Direct Bank Deposit: Cash and Cheque
Click here for the PAYMENT GUIDELINES
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REGISTER ONLINE
WWW.ARIVA.COM.PH
REGISTER NOW! CALL US!
8832-9901 | 8835-9354
(Globe/Viber) 0917-3257870
(Smart) 0919-6142598
(WhatsApp) 0917-3267870
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Webinar Description:
In today’s fast-paced and competitive business environment, effective collection is more than just asking for payment—it’s about building trust, demonstrating empathy, and communicating with clarity and confidence. Successful collectors know how to strike the right balance between firmness and professionalism to secure commitments while preserving valuable customer relationships.
This results-driven MasterClass is designed to equip participants with the essential mindset, communication strategies, and practical tools to enhance their tele-collection performance. Learn how to overcome objections, handle difficult customers, and confidently negotiate payment arrangements that lead to higher collection efficiency and reduced delinquency rates.
Through interactive discussions, real-world case scenarios, and proven best practices, this learning session will empower you to project professionalism, maintain composure under pressure, and drive positive outcomes with every call.
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Webinar Objectives:
The specific objectives of this unique fun-filled learning experience are as follows:
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Understand the principles and psychology of effective tele-collection to build trust and maintain positive customer relationships;
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Develop the right professional mindset and tone that promote confidence, courtesy, and control during every collection call;
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Apply strategic communication techniques—including active listening, empathy, and persuasive questioning—to overcome objections and gain customer cooperation;
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Use proven negotiation and influencing strategies to achieve prompt payment commitments without damaging rapport;
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Implement a structured and systematic tele-collection process for better call management, follow-ups, and performance tracking; and
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Enhance personal confidence and resilience in handling challenging conversations, difficult customers, and high-pressure collection situations.
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Key benefits from attending this MasterClass:
In this transformative and power-packed session, participants and their organizations will be able to:
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Increase collection efficiency and success rates through improved communication and negotiation skills;
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Project professionalism and credibility that enhance the organization’s image and strengthen customer trust;
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Handle delinquent or resistant customers with composure, empathy, and effective persuasion techniques;
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Reduce payment delays and minimize write-offs by implementing structured follow-up and monitoring practices;
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Boost individual confidence and morale when conducting tele-collection calls and managing customer interactions; and
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Foster a customer-centric approach that balances assertiveness with understanding, leading to more sustainable client relationships.
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Webinar Outline:
Session 01: Introduction and Overview
A. Welcome and Objectives of the Webinar
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Setting expectations and desired outcomes
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Understanding the importance of tele-collection in business sustainability
B. The Strategic Role of Collectors in the Organization
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How collection impacts cash flow, customer relationships, and business growth
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The collector as a brand ambassador, not a “debt chaser”
Session 02: Understanding the Tele-Collection Mindset
A. Developing the Right Attitude and Professional Image
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The importance of self-confidence, empathy, and persistence
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Building a service-oriented vs. confrontational mindset
B. Ethics and Professionalism in Collection
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Compliance with data privacy and communication standards
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Maintaining professionalism under pressure
Session 03: Foundations of Effective Tele-Collection Communication
A. The Communication Formula: Voice, Tone, and Message
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How to sound confident, courteous, and credible over the phone
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Voice modulation, pacing, and language choice
B. Active Listening and Empathy Techniques
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Listening for intent, not just words
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Recognizing emotional cues and responding appropriately
C. Structuring a Professional Collection Call
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The 5 phases of a successful call:
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Opening and introduction
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Account verification
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Stating the purpose and identifying issues
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Negotiating and confirming payment arrangement
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Closing and call wrap-up
Session 04: Mastering the Art of Persuasion and Negotiation
A. Psychology of Payment Behavior
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Why customers delay or avoid payment
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Identifying behavioral types and adapting communication styles
B. Persuasive Communication Techniques
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Using positive scripting and assumptive language
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The “Feel–Felt–Found” and “Yes-Set” techniques for handling objections
C. Effective Negotiation Strategies
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Turning resistance into cooperation
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Setting firm but fair payment arrangements
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Gaining commitment without confrontation
Session 05: Handling Difficult Customers and Challenging Situations
A. Managing Emotions During High-Stress Calls
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Staying calm, composed, and professional under pressure
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Techniques to de-escalate angry or defensive customers
B. Dealing with Common Excuses and Objections
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“I already paid.” / “I have no funds right now.” / “Call me next week.”
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Role-playing responses that are assertive yet respectful
C. Maintaining Motivation in the Face of Rejection
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Building resilience and emotional intelligence in tele-collection work
Session 06: Structuring an Effective Call Management System
A. Planning and Prioritizing Calls for Maximum Efficiency
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Time management and follow-up scheduling
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Using CRM or tracking tools to monitor performance
B. Documentation and Record-Keeping Essentials
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Why detailed notes lead to better customer follow-ups and results
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Confidentiality and compliance best practices
Session 07: Measuring and Improving Collection Performance
A. Key Performance Indicators (KPIs) in Tele-Collection
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Collection rate, contact rate, promise-to-pay ratio, and resolution time
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Setting realistic goals and benchmarks
B. Continuous Improvement and Coaching
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Reviewing call recordings and feedback for skill enhancement
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Best practices from top-performing collectors
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Who Should Attend?
This MasterClass is highly recommended for professionals involved in credit, collection, and customer communication who want to enhance their effectiveness, confidence, and professionalism in managing collection calls. It is ideal for:
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Credit and Collection Officers / Specialists
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Accounts Receivable and Billing Staff
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Customer Service Representatives handling payment follow-ups
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Sales and Account Management Professionals who engage in client payment discussions
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Finance and Accounting Personnel responsible for monitoring receivables and collections
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Tele-Collection Agents and Call Center Representatives in credit and recovery operations
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Team Leaders, Supervisors, and Managers overseeing credit and collection teams
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Entrepreneurs and Business Owners who personally handle client accounts and collections
Whether you’re new to tele-collection or an experienced professional looking to sharpen your communication and persuasion skills, this program will help you collect more effectively—while maintaining professionalism, empathy, and customer trust.
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Claiming eCertificates
An eCertificate of Attendance will be awarded to participants who successfully completed the entire Virtual MasterClass.
Survey Online Questionnaire will be emailed after the e-Learning Event for participants to give feedback.
An eCertificate of Achievement will be emailed to the registered email address of the participants upon completion of the online Feedback Form.
Please ensure email address provided during registration is accurate or eCertificates may not be received.
Online Certificates will be available 3 to 5 working days after the e-Learning Event.
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GENEROUS PARTNERS AND SPONSORS
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FOR MORE INFORMATION,
EARLY REGISTRATION AND
SPONSORSHIP OPPORTUNITIES,
CALL US TODAY!
ARIVA Academy Philippines, Inc.
8832-9901 | 8835-9354
(GLOBE/VIBER) 0917-3257870
(SMART) 0919-6142598
(WhatsApp) 0917-3267870
Email: SuccessSeminars@Ariva.com.ph
REGISTER ONLINE
WWW.ARIVA.COM.PH
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Stay on top of our insights and updates!
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ARIVA! Academy Philippines, Inc.
Betterliving Subdivision Brgy. Don Bosco, Parañaque City, 1711
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Telephone: +632.8832-9901 | +632.8835-9354
Mobile: +63.917-325-7870
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