Action on Arrears offers its own certificate of accreditation based upon the performance of delegates during their live-call coaching session with the AoA trainer.

This takes into account the following skills:

  • Demonstrating the key preparation stages to cover before a call
  • Dealing with non-account holders and getting through to the right person
  • Initial impact and rapport skills
  • Clarity of opening question
  • Negotiation skills
  • Confirmation of agreement and/or next actions
  • Leaving an effective message if required
  • Staying in control of the conversation
  • Listening and flexibility
  • Overall confidence level

Certificates can be designed with your own as well as Action on Arrears logos.