Essential Collection Skills and Techniques Interactive eLearning

Essential Collection Skills and Techniques Interactive eLearning


Member: $55.00
Non-Member: $110.00Your price

ACA's Essential Collection Skills and Techniques Web course provides a cost-effective, web-based way to train your collectors on negotiation techniques from their desk. Your collectors' progress will be automatically saved during each session making it easy to complete the course in steps. 

How Do Web Courses Work?

A Web course is a self-paced training tool individuals can access through My ACA and a portal on ACA's website. 

Please Note: If you have Training Zone, you may add this course into your library and access the elearning through the link in your "My Items" section. If you do not have Training Zone, please contact Member Services after you purchase this course to tell us who to assign access to. 

About the course:

Re-imagined and redesigned to reflect must-have competencies for collectors! This course introduces proven techniques to help you find your “flow”— consistently performing collection calls with positive results. This course emphasizes the importance of developing keen listening skills while applying professional questioning and negotiation techniques to build rapport with consumers, obtain accurate information, and overcome challenges to achieving payment.

The course aligns with ACA's FDCPA Essentials for the Accounts Receivable Management Industry to provide comprehensive training experience for newcomers or a solid review of best practices for experienced professionals.

The course is divided into 2 parts - theory and practice. In Part 1, “The 3 ECSTs,” we establish fundamental communication skills such as developing an assertive and professional voice, learning the Active Listening Technique and how to apply effective questioning strategies. The importance of collector goals and continuous performance improvement aligned with company goals is also emphasized. In Part 2, participants will apply these skills, following the path of a call using the 8 Collection Call Checkpoints.

The course takes approximately 2 hours to complete. Take it all at once or in short modules. User progress is automatically saved.  Users will receive a Certificate of Completion at the end of the course.

Part 1- the 3 ECSTs:

  1. Human Communication is our Business
  2. Build Rapport; Conquer Interference
  3. Ready, Set, Goal! Steps to Success

Part 2: The 8 Collection Call Checkpoints

  1. Verify the Consumer
  2. Identify Yourself
  3. Request Payment in Full
  4. Pause
  5. Ask About and Listen for Challenges
  6. Negotiate Solutions
  7. Confirm Arrangements
  8. Close the Call


  • This 10.0 version is one of the prerequisites for the Professional Collection Specialist (PCS) designation.
  • As of December 31, 2019, any old versions of this course will not be accepted for the required training.

Technical Requirements for the Web Course:

  • Internet Explorer 9.0 or greater, Google Chrome (current version), or Mozilla Firefox (current version)
  • Adobe Acrobat Reader 10.0 or greater
  • Speakers for audio