View Unit : Debtor Call Handling Principles

Unit

Unit Reference Number

F/601/2713

Qualification Framework

QCF

Title

Debtor Call Handling Principles

Unit Level

Level 3

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.1 Accounting and Finance, 15.2 Administration, 15.3 Business Management, 15.4 Marketing and Sales, 15.5 Law and Legal Services

Unit Grading Structure

Pass

Assessment Guidance

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Know how to plan outbound telephone calls with debtors.	1.1	Explain how to plan for effective outbound telephone calls with a range of debtors.
1	Know how to plan outbound telephone calls with debtors.	1.2	Explain how to conduct telephone conversations in line with any call handling targets.
2	Know how to conduct inbound and outbound telephone calls with debtors.	2.1	Explain how to operate telephone equipment.
		2.2	Explain how to verify the identity of a caller or respondent in accordance with legal and organisational requirements.
		2.3	Explain the types of information confidential to their organisation and the debtor.
		2.4	Explain the procedure to be followed when unable to contact the debtor, in accordance with legal and organisational requirements.
		2.5	Explain the importance of keeping the debtor informed about quality checks and recordings made during a call.
		2.6	Explain organisational procedures for recording calls.
		2.7	Explain appropriate questions in order to build up an accurate picture of the debtor’s situation.
		2.8	Describe vocal techniques for conveying clear and coherent information to the debtor.
		2.9	Explain how to deal professionally with a range of callers, including abusive ones.
3	Know how to record inbound and outbound telephone calls with debtors.	3.1	Explain how to record and store information and all agreed actions in accordance with legal and organisational requirements.

Equivalent Units

There are no equivalences to display.