Genpact

The PACE Program – Final Test

Congratulations on reaching the stage to take the final test in order to receive your designation as a CFCP (Certified Financial Collection Professional).

Caution:

In the previous on-line testing modules, you could continue to take the test until achieving a passing grade. However, in this final test, which is a live role-play exercise, you only have two attempts to achieve a passing grade.

Therefore, we highly recommend that you ensure you are ready for the test and review the modules and material that directly relate to the telephone call and handling excuses.

How it works:

  1. Please ensure you have successfully completed the on-line testing for all required modules as well as any assignments.
  2. Complete assignment 11A that will include an outline for role playing as well as one or two best times for your call.
  3. You will receive an email confirmation for date, times and any other details, including the number(s) to call.
  4. You will place the call and ‘let the games begin’.
  5. Directly after the call or within one hour, you will be notified of results.

Our objective in playing the customer/debtor is NOT to give you a difficult time. However, it is our job to be in the role as much as possible. If you convince us to pay or provide information, we will. If we are not persuaded, we do not.

(If you get ‘stuck’ and aren’t sure what to say, we suggest you ask to put us on hold for a few seconds, compose your thought/question – and then into the breach once again. We would recommend the same approach in a ‘real’ collection effort.)

The ultimate goal is to collect, but doing all the right things, without collecting, may still result in a passing grade.

Important areas:  

 

 

Please take note of the items in red. You can make a number of other mistakes in the role play and receive a passing grade. However, you WILL fail your call if you do not identify the debtor/customer, identify yourself and company, ask for the full payment or if partial payment is offered – not try to get as close the the full amount due.

  • Identification of debtor/customer
  • Your identification, name, company and reason for call
  • A clear and eloquent request for the full payment due.
  • Diplomatic and polite
  • Assertive without being too aggressive
  • Some ‘general talk’ may be acceptable (and even desirable) in some commercial calls
  • If an excuse is given for non or delayed payment, please be sure to cover all of the appropriate 5 W questions
  • If full payment cannot be made, do not make mistake number two and say ‘how much can you pay?’ Better to ask “how close can you get to….(quote full amount), or how much are you short of (quote full amount).
  • Negotiate (if appropriate)
  • Our person playing the role may prod or provoke you if it fits in the role. Don’t take the bait. Remember QTIPS (quit taking it personally).

A final word on role playing.

At the International Center for Professional Collections, we know that role-playing is not for everyone. There are some very good collection officers who are dismal in a role-playing exercise. On the other hand, some people can act out a successful collection call in a classroom-type exercise, but not even come close the same success in the real world.

However, role-playing exercises are often rated the highest in our public programs. They are the opportunity to test knowledge and expertise

 

Important:

If for some reason you cannot make your scheduled call, please email.