ROY IBBOTSON
TRAINING COURSES AND CONSULTANCY
Providing specialist courses for staff working in Housing Organisations, Revenue departments and Credit Unions in order to maximise income and minimise arrears.
I deliver highly practical, interactive telephone collections training for income and customer service teams, designed to help officers improve call confidence especially with challenging callers, improve collection rates, increase right-first-time arrangements, reduce repeat contact and de-escalate challenging conversations while maintaining a positive customer experience. Teams book this training because it’s practical and immediately usable on live calls—and I can evidence that through repeat bookings. I’ve now delivered 1,400+ courses.
My background is in income collection (Revenues and Housing) as a Principal Manager, so the course is built around the real calls your team deals with day-to-day—across all debt types—especially in the current economic climate.
How it works (on-site, up to 12 delegates per course):
- Delegates take part in realistic telephone role-plays (officer/customer) using scenarios based on the calls you receive.
- Calls are recorded using equipment I bring, then played back and reviewed as a group.
- Feedback focuses on what to improve and what was done well, so learning is constructive and confidence-building.
- Scenarios can be tailored to your policies, tone of voice and local priorities (I’m happy to write bespoke scenarios if helpful).
If you would like more information including costs which are now 50% of what was being charged in 2009 when I delivered the training through a third party please get in touch.
Roy Ibbotson
Roy Ibbotson Training
roy@royibbotsontraining.co.uk
07809 226712
Training Courses
The training courses are practical, high quality and represent excellent value for money; they are delivered in-house for individual organisations as bespoke events.
The flagship course with over 1400 delivered is The Phonecoach training, an interactive bespoke course suitable for staff working in housing, revenues and credit unions. With many repeat bookings this course is helping reduce arrears and is making a real impact at organisations that have had this training.
Testimonials
"Roy delivered his telephone negotiation training onsite to a collection of credit unions within Yorkshire and the North East and all we can say is if you’re thinking about booking him, do it !! Even the most experienced credit control officers in the room walked away with plenty of new knowledge and techniques to try. Roy was a delight, experienced and professional and the training itself was unlike anything we had done before, very hands on and interactive. A full and engaging day that I would recommend to any credit union or other organisation looking to refine their collection techniques and processes"
Maya Birr-Pixton
Branches Co-ordinator , HEY Credit Union
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