November 2016 Credit Management magazine

THE CICM Vulnerability Group formed
this year with an impressive group of
collections experts looking to share best
practice and achieve better outcomes
for customers in vulnerable circumstances.
Work has focused on improving collector
training and the effectiveness of company
policies in this area.
TRAINING IS OFTEN FRAGMENTED
Companies have built a range of processes
for handling calls with consumers in arrears,
focused around the common financial
statement. However the group questions
whether collectors have sufficient skills to
handle calls with vulnerable customers.
They highlight the difficulty of supporting the
most vulnerable who are often reluctant to
answer the phone or engage in conversations.
They want to help collectors find the words
to persuade customers to take up further
professional support. The group believes
that companies could do more to support
collectors in this area. Training is often
fragmented and not always directly related
to collections work when developing skills. It
is easier to focus on technical skills such as
completing common financial statements and
flagging accounts when potential risks are
identified rather than developing the advanced
soft skills required.
NEW ADVANCED SOFT SKILLS TRAINING
As a result, the group has specified training
which brings together key elements. This
training focuses on advanced soft skills for
collectors who potentially are handling calls
from customers in vulnerable situations. It
aims to complement any company training
on procedures such as how to complete a
common financial statement. Developed by a
CICM trainer who is an expert in the field, the
training helps collectors identify vulnerability
more effectively, and aims to improve the
customer experience and raise the proportion
who take up money and debt advice. The
group believes that this specialist advice is
key to helping customers get back on track
with payments. CICM is now delivering the
programme both as an open training day and
tailored in-company training for teams.
Handling calls from customers
who are in vulnerable circumstances
Looking to develop practical skills to
identify and effectively interact with
customers in vulnerable circumstances?
This practical one-day training programme gives
opportunities to develop and practice new skills
Who is it for?
Managers and staff involved in handling potential calls
with people in vulnerable circumstances
What will it cover?
• Personal circumstances which can lead to
vulnerability
• How to identify vulnerability and proceed
> Techniques to identify the issue
> Warning signs from the customer
> Personal skills to take the conversation forward
> Data protection issues
> How to comply with organisational and regulatory
requirements
> Understanding the limits of your role
> How to effectively end the call
• How and where to signpost your customer
> Identify organisations you already partner with/
processes in place
> Review a selection of common support organisations
available to your customer
> Techniques to promote the benefits of using that
service
• Bringing it together
‘An informative, great day! The CICM trainer is
very good, with an easy manner which helps
embed the principles of the course effectively.’
BOOK NOW FOR TRAINING IN
LONDON ON 29 NOVEMBER 2016
For more information email: training@cicm.com
THIS
PROGRAMME
CAN BE TAILORED
FOR TEAMS AND
DELIVERED
IN-COMPANY AT
YOUR OFFICES
POLICY FOCUS
The Group will focus next on policies because
they perceive in some cases a disconnect
between both a company’s vision and policies
for vulnerable customers and the practice
of collections teams. In particular the group
identified difficulties in achieving effective
and consistent outcomes for vulnerable
customers. Debbie Tuckwood, CICM
Director of Learning and Development, urges
organisations who are interested in this work
to get in touch, ‘We welcome new members
to bring fresh perspectives and ideas to
the group. We are excited by initiatives
because we believe it will bring practical
support to collections teams and help
consolidate a wealth of best practice
information and resources in this area.’
You can find out more about how to get
in touch and other developments on the
CICM website (www.cicm.com).
The recognised standard
www.cicm.com November 2016
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