Collection. Receivables management

Programme

Collection: the basics

• Concept and nature of debt and obligation
• Correlation and specifics of debtors — individuals and legal entities
• Debt recovery and debt collection — legislative regulation and restrictions

Receivables and debtors

• Causes of debts. Risk factors
• Concept and analysis of receivables
• Preventive measures against the emergence of receivables
• Methods of managing receivables
• Ways and means of debt recovery: criminal-law, civil-law, unlawful, other
• Main types of debtors and specifics of working with them
• Stages of demanding repayment of a debt

Organisational and technical aspects of Collection

• Creating the organisational structure of Collection units. Organising relationships within the unit
• Managing the unit and monitoring staff
• Organisational problems of Collection
• CRM systems and their use in the Collection process
• Organising work with external consultants and agencies

Psychological aspects of Collection and working with the debtor

• Tactics for detecting lies
• Psychological techniques for working with debtors (reframing, persuasion, etc.)
• Using the specifics of the debtor's corporate culture in Collection
• Specifics of building communication in Collection with different types of debtors
• The telephone call: speech techniques
• PR methods and support of Collection (print media, the Internet, advertising, etc.)

Collection technologies and methods

• The general Collection algorithm
• Drawing up a recovery programme. Recovery techniques
• Ways the debtor protects themselves from Collection

Pre-Collection

• Legal, economic and organisational analysis of the debtor and the potential debt
• Preventive actions towards the debtor
• Skip-tracing

Soft-Collection

• Principles of Soft-Collection and their implementation
• Organisational aspects of Soft-Collection
• Soft-Collection modes — threats or consultations
• Defining reference points. Examples of effectively structured Soft-Collection

Hard-Collection

• Specifics of the Hard-Collection stage
• Tasks and tools of Hard-Collection
• Elements of the Hard-Collection procedure. Implementation stages
• Documenting results and further planning of Collection

Legal-Collection

• Goals, tasks and tools of Legal-Collection
• General provisions of the Legal-Collection procedure. Action algorithm
• Tactics of debt recovery in court
• Strategy for implementing Legal-Collection. Specifics of the Legal-Collection stage

Alternative strategies and methods of Collection

• Set-off of debt
• Sale of debt
• Bankruptcy of the debtor
• Mediation
• Arbitration courts

Algorithm of actions for demanding repayment of a debt in accordance with the legislation of the Republic of Kazakhstan