The collections and credit control environment: a global perspective

• Profit and collections fundamentals

1. Shifting from cost center to profit center
2. Profitability in the workplace
3. Flexible business approaches

• Flexing the variables of sales, cost and price

1. Collections as ‘completion of the sale’
2. Controlling costs, prices and profit
3. Identifying customers and their needs

• Collections redefined as a profit center
• Customers, products and marketing

1. The importance of a mixed portfolio
2. Selling to an existing customer base: cost effective methods
3. Involving credit professionals at the design stage

• Designing the competitive collections environment

1. Integrating the entire collections team

Developing the collections team

• Division structure

1. How to plan and organize your collections 'shop'

• Specialist structure

1. Structuring and managing the specialized model
2. Reporting lines in the specialized model
3. Management Information System (MIS)

• Centralized structure

1. Structuring and managing the centralized department model
2. Reporting lines in centralized model
3. MIS

Testing team dynamics - identifying the collectors

• Appropriate team and management styles of leadership in collections
• Peter Lessom management test
• Prof. Meredith Belbin team types
• Ideal team players in each of the department models
• Managing the fringe units

Managing the credit control department

• Onboarding the collections team

1. Establishing cost-saving processes

• Best practice in credit-related human resources

1. Redeveloping the employee specification
2. Recruitment for collections

• Establishing the optimal physical environment for a collections department

Taking the function to a higher performance level

• Managing change

1. Overcoming resistance to change
2. Recruiting supporters of your change
3. Communication and change

• Communications within the team
• Advanced collections

1. Capacity planning
2. Management overview of collector training, including exclusive call maps

• Creating a credit learning environment

1. Learning cultures
2. Development of the collector through progressive learning

• Managing the target-driven workplace

1. Service level agreements
2. Collection team dynamics and effective target setting
3. Zero defects environments