Hello

I manage a 50 seat call centre and we plan to start taking payments from consumers in the next two months. As well as training for how to use the updated software and housekeeping changes, I need to train the team on soft skills. I'm thinking of covering things like: -
Don't read back strings of payment data
Weasel words if a payment fails, how to politely explain the scenario

Can anybody help me please or do you have documents to share that you have used? Or ideas on other things we should cover for soft skills training

Thanks in advance for any replies

Hi Jo - If you let me know where you are, then I may be able to arrange for you to visit a collections call centre if that would help.

Hi Ann- Marie
Thanks for the offer, we are in Northampton.

I'm sure I can help Jo - please send me an email via the CCMA site (you can find it by clicking on resources) and we'll set something up.

Jo,

Payment handling can be a very tricky business as it's such a sensitive area. The reason you are gathering the payment will have an impact on how you collect it and how you handle those sensitive areas of the conversation.

I have written many scripts over the years for payment handling and have found that whilst there are some basic building blocks you can apply, you need to consider your audience - who are you talking to? why are you collecting payment? Are you collecting debt or handling payments for products / services?

If you'd prefer to discuss further off-line as i undertsand this could be sensitive information for your business I'd be happy to talk to you. You can find my contact details in the telemarketing section of our web site.

Elaine

Hi..we take payments over the phone in our industry as well. We use a particular payment gateway that transmits data to the issuing bank and who in turn verifies and sends the message to the merchant..the ususal procedure of a payment gateway

had few questions on the same..let me know if i cld drop in a line or call

im located in mumbai , india. Working with Emirates.

Hi Dicken,

probably best if you drop me an email as I'm out and about a lot this week so difficult to get hold of by phone.

Elaine

Thanks Elaine..cld u adv your email address please
thnks again

I'm conscious of rules regarding advertising on this site so forgive the cryptic nature of this post.

If you click on my profile you'll see my company's web address. My email address is simply elaine@ this address.

I look forwards to hearing from you soon

Elaine