Contact Centre Training
Contact centre teams are often the face (and voice) of the company. Their interactions with customers can influence whether there’s a
long-standing and positive relationship or a negative and short-lived exchange. If your Contact Centre teams are responsible for new
Direct Debit sign-ups or answering customer queries about payments, ensure they have the knowledge to best represent you.
Our Direct Debit training for Contact Centres will give your team the skills to be effective and compliant with the Bacs scheme rules.
Empower your customer-facing teams
Effective training can have a positive impact upon the team, the organisations image, the uptake of Direct Debit and the retention of payers. There are multiple benefits – here are just a few:
- Improved knowledge about how the Direct Debit Scheme works – enabling accurate and targeted customer support.
- Happier, satisfied customers.
- Increased team confidence when promoting Direct Debit – boosting sign-up rates AND staff morale.
- Better processes – with a replicable and consistent sign-up journey.
- Effective customer management – augmenting company image.
- Enhanced efficiencies in team working – reducing errors and costs to the business.
- Better compliance with the Bacs Scheme rules – reducing risk
Improve the Customer
Experience
Whether your team take Direct Debit sign-ups over the phone; deal with completed Direct Debit Instructions; support customers with telephone or face-to-face enquiries; deal with complaints; resolve requests for refunds; distribute new membership packs and confirmation details – or any one of multiple other possible tasks – our Direct Debit training for Contact Centres can help.
Flexible and Trusted Direct Debit Training Options
“Thank you so much for the session and help afterwards. Really appreciate it and these notes will prove really useful – I’ve spent the afternoon getting quite excited about delving in to what we do and how we can improve it for the supporter (and our income). Thanks again, so helpful to have had this session.”
– Karen R, Charity Fundraising Team
There is always something to learn!
You can book one of our standard sessions. Alternatively, why not ask about our bespoke Direct Debit training for Contact Centres where we tailor the sessions to your processes. We can incorporate your documents (e.g. your telephone script; Direct Debit Instruction or Advance Notice letter) and use your collections timetables and dates.
Instructor-led remote sessions
These 2 hour, focussed sessions are delivered remotely via Zoom. Highly interactive, they are suitable for groups of up to 14 who are based in different locations.
Face-to-face Sessions
One, two or three face-to-face sessions can be delivered per day to groups of up to 14 people. These can be held at your offices or a convenient location, at times to suit your team.
Keeping Skills Sharp and Up-to-Date
Our courses focus on the information that teams need to know to effectively manage their part in the Direct Debit process. Course content includes:
- Direct Debit terminology and key concepts that underpin the Direct Debit scheme
- The benefits of using Direct Debit for both payers and the collecting organisation
- Taking payer authority (both paper and paperless sign-up methods)
- Lodgement (timelines and requirements)
- Collections, including Advance Notice responsibilities
- Indemnity Claims and the Direct Debit Guarantee
- Customer support – scenarios, documentation and resolutions.
Direct Debit Training for Contact Centre Teams
For New Starters
To help staff generate the best possible company
image, first-time and every-time.
As a refresher
Keeping staff up-to-date will ensure your
processes remain compliant and streamlined.
When Processes Change
Ensure that the quality of the payers experience
is maintained, despite changes.
Frequently Asked questions
What is the process for handling customer queries and disputes related to direct debits? →
The Direct Debit scheme has very powerful protection for payers if an error occurs. They would be entitled to a refund which they can get straight from their bank. You don’t have to do anything the money would just be collected back off your organisation after 14 working days. This doesn’t change the underlying agreements meaning you would potentially still be entitled to the payment. The Direct Debit Guarantee is only there to protect against payment errors.
Who is this training for? →
This training is designed for any teams who are interacting with your customers about Direct Debits. This could be front-of-house teams, contact centre teams or customer care teams. It’s suitable for both beginners and experienced individuals as we tailor the content of every course to the audience.
How long does the training last? →
The Training is typically 2.5 hours which can be delivered at a time to suit.
Is this training offered online or in-person? →
We can provide either. On-site courses tend to give better learning outcomes however for teams in multiple locations or those that work remotely then we can provide online.
What are best practices for communicating with customers about direct debits? →
There are 2 reasons why you need to communicate with the payer. Firstly, when you set up a direct debit for them to confirm the details. The other communication is to notify them in advance of any changes to the amount the date or the frequency. If nothing is changing you don’t need to communicate again unless it’s to answer their queries. For this you need to ensure you have people who are able to accurately and effectively answer their questions – and this is where training can help.
Also interested in our in-depth training options?
Why not combine Direct Debit training for contact centre teams with our one-day, Bacs Accredited Direct Debit training course for those staff members who need an in-depth understanding.
Courses can be run on the same or consecutive days. Contact us to discuss the options.