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:
- 1. Improved knowledge about how the Direct Debit Scheme works - enabling accurate and targeted customer support.
- 2. Happier, satisfied customers.
- 3. Increased team confidence when promoting Direct Debit - boosting sign-up rates AND staff morale.
- 4. Better processes - with a replicable and consistent sign-up journey.
- 5. Effective customer management - augmenting company image.
- 6. Enhanced efficiencies in team working - reducing errors and costs to the business.
- 7. Better compliance with the Bacs Scheme rules - reducing risk
Improve the Customer Experience
"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
- February 2024
Flexible and Trusted Options
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.
A Focus on Quality
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.
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.