Stop Right There!
Don’t speak to another delinquent customer,
do not send another letter or an e-mail
until you have had the training and been certified in our program!
Collection Certification & Training (CAT)
Train, test and certify on the most effective collection processes, techniques and styles in this fun, new collector training developed by Tim Paulsen, Founder and Managing Director for the International Centre for Professional Collections.
The CCAT Program is content-rich! We don’t believe you will find a program with more knowledge and techniques. We know you will not find one more enterTRAINing!
All modules are simple and (surprisingly) fun. The include written material, a video and a test. Take them all in one sitting or spread them out over several days or event weeks. It is up to you, though you must pass each module before moving onto the next. Upon successful completion of the final test, you will receive certification.
“I wanted to let you know we found the program easy to follow, contained solid principles, it was suitable for individuals new to collections as well as a refresher for seasoned collectors and the information was presented in multiple ways to facilitate learning styles.”
Tamika Pennicott
Financial Controller , Signtext Limited
The 5 Modules:
Module One:
The Rules
What’s it all about?
Effective collections is one of the most misunderstood of professions in business. What is the objective of collections? Do you think it is to collect the money? Come prepared to be surprised in this introductory module.
In the module, we cover suggested policies to avoid misteps no matter the type of debt or where you or your customer is located. In addition, the focus will be on the ‘profession’ of collections with standards designed to raise the bar in your organization and to help you collect more money, faster
Module Two: Letters and e-mails
A letter or an email at times may be the most effective means of communications with our customers. Sometimes, they may be the only option.
Command, Convince & Motivate, sometimes with the written word. Letters and e-mail are one of the tools available to the professional, sometimes to ‘put a debtor on notice’, at other times to confirm a conversation or to provide evidence before an action may be taken, but no matter what the reason, when you compose on in Receivables Management, you are writing for your living. There is a lot of competition out there and a ‘good enough’ letter or e-mail won’t cut it.
We cover format first, then content, because it doesn’t matter what you write if they won’t read it!
Module Three: Telephone Techniques
Where the rubber his the road, this module plus the one that follows, overcoming excuses are the heart of the CCAT program. To be effective, the collector needs to master the phases of a professional call, how to develop a special collection voice, how to handle the customer who agrees to pay (it is more complicated than most people think), dealing with an irate customer, and most importantly, overcoming excuses for non or delayed payment.
Module Four:
Overcome Excuses
Our business is effectively dealing with any reason (excuse) given by our customer for non or delayed payment of an account or invoice. The professional collector will always be ready to effectively handle any excuse or reason for delayed payment that a customer may offer. This module teaches students how to quickly and simply handle both the usual and the unusual excuses provided by customers.
Some collectors hang up the telephone, snap their fingers and ‘remember’ a question they should have asked or a statement they should have said. This never happens again after this module on Excuses with the CCAT Program.
Module Five:
Negotiations
The word ‘negotiations’ derives from the Latin ‘Negotiari’ which is ‘to do business’. A professional collector needs to know effective negotiation skills, but first, we teach persuasion. It is easier, faster and cheaper. Persuade first, but if persuasion doesn’t work, negotiate to win.
Our platinum skills negotiation training program has been tailored specifically for the professional collector.
‘Cause you’re different!
Power companies – you know you face some different challenges. We’ve tailored a collection program just for you.
Please use the form below if you have any questions.