Global

Collections calls: Handling payment objections and agreements with debtors

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 14 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
40 min
Lessons
6 lessons
Frequency
At onboarding for collections agents
Last reviewed
21 Oct 2026
Grey areas: common objections and hard moments
What would you do?

Try it: this is one of 17 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 40 minutes
  • Process, scenario, accordion, sorting activity and quizzes

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Quiz, poll, scale, open-ended slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 379.0Achieve ≥ 80% on the final assessment-Whole course
SO 379.1State the purpose of a collections call and the conduct limits that apply to it + your infoUS Fair Debt Collection Practices Act and CFPB Regulation F; UK FCA collections rules; local rules [secondary]Whole course
SO 379.2Open a call and confirm you are speaking to the right person before discussing the accountOrganisation's identity check procedure ; best practiceWhole course
SO 379.3Find out why the customer is not paying and agree a realistic payment plan within policy + your infoOrganisation's payment plan policyWhole course
SO 379.4Respond to common payment objections without pressure, threats or misleading statementsBest practice; conduct rules above [secondary]Whole course
SO 379.5Record the call accurately and know when to escalate or refer to hardship support + your infoOrganisation's policyWhole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 14 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 40 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

A call that went from reminder to argument

3 pages

8 min
Before you beginNoteList
An invented storyTextImage
What went wrong?ChecklistKey factQuiz
2

Opening the call and keeping within the limits

3 pages

8 min
The openingProcessYour info
Conduct limits in briefAccordionYour info
Dos and don'tsSorting activityMatching quiz
3

Finding the reason and agreeing a realistic plan

3 pages

8 min
Ask before you answerTabs
Build a plan that holdsProcessTextYour info
Put it in orderSorting activityQuiz
4

Grey areas: common objections and hard moments

3 pages

8 min
ScenarioScenario
ScenarioScenario
ScenarioScenarioMatching quiz
5

Documenting the call and who to ask

2 pages

5 min
Record it rightAccordionYour info
Support and escalationProcessYour infoYour infoYour infoYour infoYour infoMulti-select quiz
6

Final assessment

1 page

3 min
PracticeQuizKey factNoteButtonYour info

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "not legal advice
PollWhich objection do you hear most?
ContentThe opening, the limits and the plan steps
QuizA family member answers the phone. You… (Do not discuss the account ✔)
QuizI cannot pay this month." Best response? (Ask what they can pay and when ✔)
QuizWhich note is best? (Facts: what was agreed, when, how ✔)
ScaleHow confident are you staying calm when a customer is angry?
Open-endedAn objection I would like us to practise next time
Q&AAsk the trainer anything
Content · customiseClosing {{SALES_ENABLEMENT_CONTACT}}, {{SURVEY_1_URL}}, {{SURVEY_2_URL}}, {{COURSE_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. Roughly what share of your payment plans were kept in the last month? (estimate) short text
  6. How confident are you identifying when to refer a customer to hardship support? 1-5 scale
  7. Since the course, have you had a complaint about a call you made? multiple choice
  8. I would stop a call and ask for advice if I thought I was going too far. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the conduct policy and the hardship support route? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

14 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • Sales enablement contact{{SALES_ENABLEMENT_CONTACT}}
  • Compliance contact{{COMPLIANCE_CONTACT}}
  • Collections conduct policy link{{COLLECTIONS_CONDUCT_POLICY_LINK}}
  • Local collections rules link{{LOCAL_COLLECTIONS_RULES_LINK}}
  • Identity check procedure{{IDENTITY_CHECK_PROCEDURE}}
  • Payment plan policy link{{PAYMENT_PLAN_POLICY_LINK}}
Show all 14 fields
  • Hardship support route{{HARDSHIP_SUPPORT_ROUTE}}
  • Complaints route{{COMPLAINTS_ROUTE}}
  • Escalation route{{ESCALATION_ROUTE}}
  • Crm system{{CRM_SYSTEM}}
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}
  • Course URL{{COURSE_URL}}

FAQ

Common questions

Can I run collections calls: Handling payment objections and agreements with debtors training online?

The course itself is self-paced and online, and the live deck lets you add a live session. Whether online delivery meets your local rules depends on the law that applies to you, so check the rules that apply to you or ask your own counsel.

How often is this training needed?

At onboarding for collections agents, before a new collections campaign, and yearly as a conduct refresher.

Who needs this training?

Collections agents, accounts-receivable staff and customer-finance teams (run by L&D with credit and collections operations).

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when. Check the retention period that applies to you in the rules that apply to you.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply. Keep anything your own law requires you to cover.

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Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck