Essential Learning Redesigned

Fundamental communication skills are available in a fresh new version of ACA International’s Essential Collection Skills and Techniques computer-based training and web course.

11/26/2019 8:00 AM

News
Essential Learning Redesigned

ACA International recently revamped one of its Core Curriculum programs for collectors to have the most up-to-date skills on communicating with consumers and compliance.

The Essential Collection Skills and Techniques (ECST) was re-imagined and redesigned to reflect must-have competencies for collectors in a partnership with ACA staff, the Education Council and Certified Instructors.

This course introduces proven techniques to help you find your “flow”—consistently performing collection calls with positive results.

“This course emphasizes the importance of developing keen listening skills while applying professional questioning and negotiation techniques to build rapport with consumers, obtain accurate information, and overcome challenges to achieving payment,” said ACA’s Compliance Education Specialist Angela Czerlanis. “It was time to completely rethink these tools.”

The ECST course is divided into two parts—theory and practice and is a second-generation redesign of ACA’s Professional Telephone Collectors’ Techniques course, and was structured to improve collectors’ ability to adapt to a variety of consumer personality types to secure more payments and reduce the number of broken promises to pay.

In part one, “The 3 ECSTS,” the course establishes fundamental communication skills such as developing an assertive and professional voice, learning the Active Listening Technique, building rapport, and how to apply effective questioning strategies.

“The importance of collector goals and continuous performance improvement aligned with company goals is also emphasized,” Czerlanis said.

In part two, participants will apply the fundamental communication skills, following the path of a call using the Eight Collection Call Checkpoints such as verifying the consumers’ identity, requesting payment in full and negotiating solutions.

The ECST course aligns with ACA’s Fair Debt Collection Practices Act Essentials for the ARM Industry, which was also revamped this year to provide a comprehensive training experience for newcomers or a solid review of best practices for experienced professionals.

ACA’s Essentials courses are designed for employee onboarding and standardized retraining. The courses meet the requirements for members pursuing the Professional Collection Specialist designation. With several delivery methods available, choose the type that’s right for your training schedule and learner needs:

Train fast with the e-courses available on-demand via ACA’s learning management system or purchase the complete digital file package for unlimited use on a company network.

Prefer a facilitated live discussion? The updates to both courses are reflected in the instructor-led webinar or in-person training versions administered by an ACA Trainer Specialist or Certified Instructor at your company.

All versions include interactive exercises, scenarios, quizzes, a printable study guide, a final quiz and certificate of completion for users.

To learn more about the FDCPA Essentials for the Accounts Receivable Management Industry and Essential Collection Skills and Techniques courses, visit www.acainternational.org/shop.


Follow ACA International on Twitter @ACAIntl and @acacollector, Facebook and request to join our LinkedIn group for news and event updates. ACA International members are welcome to submit news items for possible publication to comm@acainternational.org. Visit our publications page for news submission guidelines and subscriptions to ACA Daily, Collector magazine and Pulse.

Advertising is available for companies wishing to promote their products or services. Be sure to visit the ACA Events Calendar on the Education and Training page to view our listing of upcoming CORE Curriculum and Hot Topic seminars featuring critical educational opportunities for your company.


Subscribe to ACA Daily NEWSROOM

Essential Learning Redesigned

ACA International recently revamped one of its Core Curriculum programs for collectors to have the most up-to-date skills on communicating with consumers and compliance.

The Essential Collection Skills and Techniques (ECST) was re-imagined and redesigned to reflect must-have competencies for collectors in a partnership with ACA staff, the Education Council and Certified Instructors.

This course introduces proven techniques to help you find your “flow”—consistently performing collection calls with positive results.

“This course emphasizes the importance of developing keen listening skills while applying professional questioning and negotiation techniques to build rapport with consumers, obtain accurate information, and overcome challenges to achieving payment,” said ACA’s Compliance Education Specialist Angela Czerlanis. “It was time to completely rethink these tools.”

The ECST course is divided into two parts—theory and practice and is a second-generation redesign of ACA’s Professional Telephone Collectors’ Techniques course, and was structured to improve collectors’ ability to adapt to a variety of consumer personality types to secure more payments and reduce the number of broken promises to pay.

In part one, “The 3 ECSTS,” the course establishes fundamental communication skills such as developing an assertive and professional voice, learning the Active Listening Technique, building rapport, and how to apply effective questioning strategies.

“The importance of collector goals and continuous performance improvement aligned with company goals is also emphasized,” Czerlanis said.

In part two, participants will apply the fundamental communication skills, following the path of a call using the Eight Collection Call Checkpoints such as verifying the consumers’ identity, requesting payment in full and negotiating solutions.

The ECST course aligns with ACA’s Fair Debt Collection Practices Act Essentials for the ARM Industry, which was also revamped this year to provide a comprehensive training experience for newcomers or a solid review of best practices for experienced professionals.

ACA’s Essentials courses are designed for employee onboarding and standardized retraining. The courses meet the requirements for members pursuing the Professional Collection Specialist designation. With several delivery methods available, choose the type that’s right for your training schedule and learner needs:

Train fast with the e-courses available on-demand via ACA’s learning management system or purchase the complete digital file package for unlimited use on a company network.

Prefer a facilitated live discussion? The updates to both courses are reflected in the instructor-led webinar or in-person training versions administered by an ACA Trainer Specialist or Certified Instructor at your company.

All versions include interactive exercises, scenarios, quizzes, a printable study guide, a final quiz and certificate of completion for users.

To learn more about the FDCPA Essentials for the Accounts Receivable Management Industry and Essential Collection Skills and Techniques courses, visit www.acainternational.org/shop.


Follow ACA International on Twitter @ACAIntl and @acacollector, Facebook and request to join our LinkedIn group for news and event updates. ACA International members are welcome to submit news items for possible publication to comm@acainternational.org. Visit our publications page for news submission guidelines and subscriptions to ACA Daily, Collector magazine and Pulse.

Advertising is available for companies wishing to promote their products or services. Be sure to visit the ACA Events Calendar on the Education and Training page to view our listing of upcoming CORE Curriculum and Hot Topic seminars featuring critical educational opportunities for your company.


Subscribe to ACA Daily NEWSROOM

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