Field Collections HCPH Collections Training Team

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 Virtual Pre-Employment
Training
DAY 1

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Training Rules:

ThisItpresentation
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Learning Objectives

Inaasahan na ang mga participants ng training na ito ay

magkakaroon ng kaalaman at matututo ng mga sumusunod:

 Field Collections Process

 Construct correct probing questions
 Wastong pag gamit ng conversation structure
 Application ng level of escalation at negotiation
 Analyze different types of clients in the field
 Maipapakita ang proper customer handling in simulated
situations

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Paano nakakapag-avail ng consumer Home Credit loan ang kliyente?

If any issues, tumawag

Pag check ng lamang sa Home Credit
payment status Customer Service

In case of financial
difficulty,sila ay
Pagbabayad ng tatawagan at bibisitahin
Home Credit loan ng collections department

CUSTOMER Finish loan and

EXPERIENCE Nag apply ng Home

recommend to others!

Credit loan

Thinking of buying with Home Credit

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Home Credit Basic Terminologies for Field Collections

• CLC – Client Contacted (kliyente)

• RPC – Right Party Contacted (immediate family of the CLC)
 eg. Nanay, tatay, asawa, kapatid, anak na nasa wastong gulang (18
years old).
• TPC – Third Party Contacted
 eg. In-laws, pinsan, kapitbahay, boardmate, landlady, barangay
personnel, auntie, tito o kahit sinong taong nakausap maliban sa
immediate family ng kliyente.
• MI – Monthly Installment
• TDA – Delinquent Amount (MI + penalty)
• PTP – Promise to Pay

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Field Officer Function

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Sino ang pinaka importanteng tao sa kompanya?

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Communication Skill
Sino ang ating mga kliyente?
 Ordinaryong tao katulad natin.

How do they behave?

 Sila ay emotional

Paano mag isip ang kliyente?

Emotion = 70%
Rational = 30%

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Komunikasyon

Ano ang komunikasyon?

• A two-way street.
• Ginagamit ng tao upang magkaunawaan.
• Isang proseso ng pagpapalitan ng impormasyon.

*Ang maayos na komunikasyon ay mahalaga para

ang collection ay maging matagumpay.

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Komunikasyon

Sell

Idea Communication

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Selling Model
A
Attention – para maging komportable ang kliyente sa pakikipag-usap; greetings
at pagpapakilala sa sarili.
I
Interest – kailangan makapag create ng interest at ito ay dapat ma-maintain;
purpose of your visit and motivate the client para ma settle niya ang kanyang loan.

D
Desire - an FO has to create enough desire in the client’s mind to pay his debt;
depends on the success of getting the interest of the client by using APCBS method.

A
Action – payment or desire to pay the loan with full commitment of the client sa
pamamagitan ng pagkakaroon ng payment agreement at pagkuha ng details of
payment.
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Activity #1: AIDA (Selling Model)

Sa inyong personal experience, kailan

ninyo nagamit ang AIDA Selling Model?
Isulat sa papel.

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 GREETINGS

INTRODUCTION

Field CLIENT VERIFICATION

PURPOSE OF VISIT

Conversation
DESCRIPTION OF
SITUATION
SENSE OF URGENCY

Structure CONSEQUENCE AND

BENEFITS
SOLUTION
SUMMARY AND SPECIFIC
AGREEMENT
CLOSING

ThisItpresentation
This item's classification is Internal. was createdisby
marked
and is Internal. Do of
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distribute outside
Home Credit of theDo
Group. organization.
not distribute outside of the organization. 14
 Conversation Structure
 
GREETINGS
Greetings help the FO to connect with the client at a more personal level
“Hi/Hello/Good Morning/Afternoon
 
 
INTRODUCTION
Introduction provide first impression and establish credibility with the client
"I'm Joseph Magsanay from HC Philippines"
 
 
CLIENT VERIFICATION
Identification helps the FO to identify the person he spoken to this will help the FO not to mislead or disclose the loan
info of client to others
"May I speak to Mr. /Ms. (Client Name)?"
 

PURPOSE OF VISIT
 Purpose of visit is the first step builds the interest of the client
"I'm here to set a payment agreement with you/I'm here to collect your payment for your overdue balance."

ThisItpresentation
This item's classification is Internal. was createdisby
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and is Internal. Do of
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Group. organization.
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DESCRIPTION OF SITUATION
 
Description of situation creates desire by informing the clients the facts on the table FOTT.
 
“Your account is critical because of an unpaid amount of (Pxxxx.xx) which is already (xx) DPD. Despite of several
times we tried to communicate with you through calls, SMS and emails, we still did not receive any payment for your
loan. Your situation is dangerous that is why it is important that you pay this right now"

SENSE OF URGENCY

Creating sense of Urgency makes the client more emotional and compel him/her to take attention to the status of his/her
account
 
“Your account is on its critical situation that’s why it is important to pay this right now.”

CONSEQUENCE AND
BENEFITS
 
One way bring someone’s desire closer to compliance is to first to create a reason, and in additions to the use of a negative
emotions increases their desire not to fall into it.
 
Use level of escalation during OH to motivate the client to pay, provide exact consequences of not paying

ThisItpresentation
This item's classification is Internal. was createdisby
marked
and is Internal. Do of
in property notthe
distribute outside
Home Credit of theDo
Group. organization.
not distribute outside of the organization. 16
  
SOLUTION
Solution depends on the client’s situation, available repayment tool and negotiation ladder. It will be identified during
probing process.
 
“Yes, I understand and this is why we are talking right now. So let's agree on payment, will you pay tomorrow or
to be safe rather today?”
 
SUMMARY AND SPECIFIC
AGREEMENT
 
Summary of the conversation depends on the outcome of the field visit. If it’s PTP, a concrete payment agreement must be
set: amount, when to pay, who will pay, source of payment (if made several broken PTPs before)

CLOSING
 
We want our client to like us by respecting them, and at the same time still have an open window for the next visits
conversation. And this is done by a having a decency of saying.
 
“Thank you and goodbye.”
"We hope to receive your payment this time. Good bye! (For PTP only)

ThisItpresentation
This item's classification is Internal. was createdisby
marked
and is Internal. Do of
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 Dealing with Clients
• Ang Communication Tool ay isang guidelines kung
papaano makikipag-usap ang FO sa kliyente.
• Ang maayos na pikipag-usap sa kliyente ay mahala
dahil:
 Sila ang pinakamahalagang tao sa kompanya.
 Number one advertisers.
 Create a better connections kay client.
 Encourage client to FO contact.
 Magkakaroon ng magandang reputasyon
ang FO at ang kompanya.

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 Conversation Structure
Activity #2: Role Play (Perfect Client)
Practice the conversation structure. Siguraduhin
na magagamit ang conversation structure sa
paniningil.

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Thank You and
See you…
HCPH Collections Training Team

This item's classification is Internal. It was created by and is in property of the Home Credit Group. Do not distribute outside of the organization. 20