Essential Collection Skills and Techniques Web Course (2nd Edition)
How Do Web Courses Work?
A Web course is a self-paced training tool individuals can access through My ACA and a portal on ACA's website. Each purchased Web course provides unlimited access for one individual for a period of 6 months--after which access expires and the course must be purchased again to gain access.
Important Note: Web courses are assigned to the person who purchases them online. If you are buying a course for individual(s) other than yourself, contact ACA after completing your purchase at firstname.lastname@example.org or 800-269-1607 and press zero, Monday-Friday, 8-5 pm Central time. Tell us the name and title of the individual(s) to whom the course(s) should be assigned and include their email address (if they have one).
About the course:
Re-imagined and redesigned to reflect must-have competencies for collectors! 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.
The course aligns with ACA’s FDCPA Essentials for the Accounts Receivable Management Industry to provide a comprehensive training experience for newcomers or a solid review of best practices for experienced professionals.
The course is divided into 2 parts- theory and practice. In Part 1, “The 3 ECSTS,” we establish fundamental communication skills such as developing an assertive and professional voice, learning the Active Listening Technique and how to apply effective questioning strategies. The importance of collector goals and continuous performance improvement aligned with company goals is also emphasized. In Part 2, participants will apply these skills, following the path of a call using the 8 Collection Call Checkpoints.
The course takes approximately 2 hours to complete. Take it all at once or in short modules. User progress is automatically saved. Users will receive a Certificate of Completion at the end of the course.
Part 1- the 3 ECSTs:
- Human Communication is our Business
- Build Rapport; Conquer Interference
- Ready, Set, Goal! Steps to Success
Part 2: The 8 Collection Call Checkpoints
- Verify the Consumer
- Identify Yourself
- Request Payment in Full
- Ask About and Listen for Challenges
- Negotiate Solutions
- Confirm Arrangements
- Close the Call
- This 10.0 version is one of the prerequisites for the Professional Collection Specialist (PCS) designation.
- As of December 31, 2019, any old versions of this course will not be accepted for the required training.
Technical Requirements for the Web Course:
- Internet Explorer 9.0 or greater, Google Chrome (current version), or Mozilla Firefox (current version)
- Adobe Acrobat Reader 10.0 or greater
- Flash Player 10.0 or greater
- Speakers for audio