OMG! I just put my training to the test… months with no payment… just taken £1000 on debit card! So happy with myself ha ha ha
Dundee City Council
Roy delivered some training to the Recovery team at Wokingham Borough Council in November 2023. From the initial enquiry, Roy demonstrated that he would adapt to the training requirements needed from our organisation and devised a bespoke training day for the team around sundry debt, adult social care debt and the art of telephone negotiation. His knowledge was clear on all of these subjects and even as someone with 20 years' experience, I came away with a bit more knowledge on the day. The team now know how to handle difficult calls and are enjoying putting the skills taught into practice each day. Highly recommend Roy Ibbotson Training for any training needs you require.
Gary Clarke IRRV ( Tech )
Wokingham Borough Council
Thanks very much for today. I found it very interesting. I honestly thought there wasn’t much more I could learn but I have had a few very good tips from your course. The day flew. I would highly recommend it to others.
Jo Buch, Barry Branch Manager, Cardiff & Vale Credit Union
Really enjoyed the course. I have been collecting council tax, ndr, sundry and now fta’s for nearly 22 years and still picked up some really handy tips.
The word debt and ‘your file is on my desk’ were my favourite !! used already .
Thanks for a great course.
Lindsey , Income Recovery Officer , Nuneaton and Bedworth Borough Council
Thirteen have been supported by Roy for a number of years in helping to train colleagues in how to have a difficult debt conversation. The feedback from all courses has been 100% positive, with colleagues expressing that they are informative and really helps colleagues think differently about handling debt conversations. Through a supportive environment colleagues get to try out their new skills as part of the course. Thirteen’s debt performance continues to improve despite the roll out of Universal Credit. I have no doubt that part of the reason for this improvement is down to the training that colleagues have received from Roy. Reducing debt comes through a variety of things, how we deliver our services through “neighbourhoods at our heart”, our generic delivery approach, excellent use of IDT and also upskilling colleagues to have those tough decisions. New colleagues to the business without any previous training as well as specialist and generic staff have all benefited from the training that is able to flex to the audience in attendance.
Kay Glew
Director of Neighbourhoods
Thirteen Group
Roy delivered excellent training on the subject of Telephone and Face to Face interview negotiation skills. This consisted of ways to improve or build on telephone negotiation skills, help officers to deal with difficult customers and reaching successful outcomes and gain fair but improved repayment agreements.
This training really helped our officers to gain increased confidence when carrying out interviews and to gain better outcomes. All officers reported that it was the best training that they have ever attended and I would highly recommend them.
Christopher Pope
Income Services Manager
Winchester City Council
Roy,
Just to say how beneficial I and my team found the 2 day telephone training course
It really makes you think twice of the language we use when speaking to customers and how we can inadvertently send out mixed messages to customers about the importance of paying their rent when dealing with calls
Staff on the course have already 2 months on seen increase in lump sum payments and some unexpected clear rent accounts!
You delivered an excellent interactive 2 day course which I would have no hesitation in recommending to other colleagues in the housing sector
Thanks again
Paul
Paul Bayes,
Together Housing
The overwhelming feedback from officers attending the Phonecoach training was positive. The Team found all aspects of the course extremely useful and felt that the techniques provided will make a real difference in their ability to obtain a positive outcome from telephone contacts with tenants. I’m already aware that officers are already putting these tips into practice and that tenants are noticing the difference.
I wouldn’t hesitate to recommend Roy and the Phonecoach training to other organisations and I’m already talking to our Training Manager about the possibility of carrying out refresher sessions in the future.
Paul Williams
Head of Rents, Lambeth Living
Roy ran two PhoneCoach sessions for all 24 of our rents team in March and April this year. The response to the training was fantastic and the word I heard mentioned most over the two days was “fun”, which it really was. The training however did deliver for me what I wanted, which was a much more focussed approach to the way we deal with inbound and outbound calls. The tips the training gave us and the practical sessions really brought home to me how effective the telephone can be as an arrears tool and certainly we have taken many more payments in full since the training as well as getting arrangements we just would not have obtained before.
The training was very cost effective and I would recommend it to anyone chasing debt. It is very focussed but extremely good fun as well which meant that people got a lot out of it which was evident from the feedback. We will be having a refresher in the future I have no doubt
Arrears Manager
Helena Partnerships
St Helens
Merseyside
Roy,
Just like to thank you for the training yesterday. You should have been here last night watching the team put this into practice what you had taught them. It was really successful with nearly £5k being collected over the phone and in payments promised.
Tim Rennell
Debt Enforcement Manager
Knightstone Housing