- The collections and credit control environment: a global perspective
- Profit and collections fundamentals
- Shifting from cost center to profit center
- Profitability in the workplace
- Flexible business approaches
- Flexing the variables of sales, cost and price
- Collections as ‘completion of the sale’
- Controlling costs, prices and profit
- Identifying customers and their needs
- Collections redefined as a profit center
- Customers, products and marketing
- The importance of a mixed portfolio
- Selling to an existing customer base: cost effective methods
- Involving credit professionals at the design stage
- Designing the competitive collections environment
- Integrating the entire collections team
- Developing the collections team
- Division structure
- How to plan and organize your collections ‘shop’
- Specialist structure
- Structuring and managing the specialized model
- Reporting lines in the specialized model
- Management Information System (MIS)
- Centralized structure
- Structuring and managing the centralized department model
- Reporting lines in centralized model
- 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
- Establishing cost-saving processes
- Best practice in credit-related human resources
- Redeveloping the employee specification
- Recruitment for collections
- Establishing the optimal physical environment for a collections department
- Taking the function to a higher performance level
- Managing change
- Overcoming resistance to change
- Recruiting supporters of your change
- Communication and change
- Communications within the team
- Advanced collections
- Capacity planning
- Management overview of collector training, including exclusive call maps
- Creating a credit learning environment
- Learning cultures
- Development of the collector through progressive learning
- Managing the target-driven workplace
- Service level agreements
- Collection team dynamics and effective target setting
- Zero defects environments