Strategic Delegation: Mastering the Art of Outsourcing Debt Collections Training Course
Introduction
For many SACCOs, managing a large portfolio of delinquent loans can be a resource-intensive and complex challenge. Outsourcing debt collections to a specialized agency presents a strategic option to improve efficiency, reduce operational costs, and increase recovery rates. While this approach can unlock significant benefits, it also requires careful planning and due diligence to navigate potential risks and maintain compliance with legal and ethical standards.
This five-day training course is designed to provide a comprehensive guide to the outsourcing process, from initial evaluation to ongoing performance management. Participants will gain a deep understanding of how to select the right partner, structure a contract that protects the SACCO’s interests, and monitor the agency's performance to ensure a successful and compliant partnership. The course will empower your team to make informed decisions that optimize loan recovery while safeguarding the SACCO's reputation and member relationships.
Duration 5 days
Target Audience This course is for collections managers, credit officers, legal and compliance teams, and senior management responsible for loan portfolio performance.
Objectives
- To evaluate the strategic pros and cons of outsourcing debt collections.
- To identify the key risks associated with using a third-party agency.
- To develop a clear and objective process for selecting a collection agency.
- To master the art of negotiating and drafting a robust service agreement.
- To understand the legal and regulatory compliance requirements for outsourcing.
- To implement effective performance metrics and monitoring tools.
- To establish a communication protocol between the SACCO and the agency.
- To manage member complaints and disputes related to outsourcing.
- To recognize signs of non-compliance and take corrective action.
- To build a long-term, mutually beneficial partnership.
Course Modules
Module 1: Strategic Evaluation of Outsourcing
- An overview of the current debt collections landscape.
- Key drivers for outsourcing: cost, efficiency, and expertise.
- The potential impact on internal teams and morale.
- A cost-benefit analysis of an in-house versus outsourced approach.
- How outsourcing can free up internal resources for other tasks.
Module 2: Identifying and Mitigating Risks
- Reputation and brand risk from aggressive collection tactics.
- Compliance and legal risks, including data privacy violations.
- Loss of control over the collections process.
- The risk of fraud and misrepresentation by the agency.
- Maintaining a consistent and positive member experience.
Module 3: The Selection Process
- Creating a Request for Proposal (RFP) for collection agencies.
- Criteria for evaluating potential partners (e.g., track record, technology, compliance).
- Conducting due diligence and site visits.
- The importance of a transparent and ethical hiring process.
- The role of references and performance history.
Module 4: Drafting the Service Agreement
- Key clauses to include in the contract.
- Performance-based compensation structures.
- Defining clear service level agreements (SLAs).
- Ensuring legal and regulatory compliance is mandated in the contract.
- The inclusion of audit rights and termination clauses.
Module 5: Legal and Regulatory Framework
- An overview of relevant consumer protection laws.
- Best practices for maintaining data privacy and security.
- The SACCO’s ultimate responsibility for the agency’s actions.
- Avoiding common legal pitfalls in collections.
- The importance of staying updated on regulatory changes.
Module 6: Performance Monitoring and Reporting
- Setting realistic and measurable performance targets.
- Key metrics to track (e.g., recovery rate, contact rate, complaints).
- The use of dashboards and regular reports.
- Conducting a regular review of the agency’s performance.
- Providing constructive feedback to the agency.
Module 7: Communication and Collaboration
- Establishing a clear point of contact at both organizations.
- The importance of regular, scheduled meetings.
- How to share information securely and efficiently.
- Addressing member queries and complaints promptly.
- The role of a joint problem-solving approach.
Module 8: Managing Member Relations
- Preparing members for the transition to an outsourced agency.
- Providing a clear channel for members to voice concerns.
- Handling disputes that arise from agency contact.
- Using the agency's feedback to improve the overall process.
- Maintaining a positive brand image throughout the process.
Module 9: Compliance and Audits
- Conducting regular audits of the agency’s records and processes.
- Recognizing and addressing red flags of non-compliance.
- The importance of a formal corrective action plan.
- Ensuring the agency’s training and quality control are up to standard.
- The process for escalating serious compliance issues.
Module 10: Practical Application and Case Studies
- Analyzing a case study of a successful outsourcing partnership.
- A workshop on creating a scorecard for a potential agency.
- Role-playing a contract negotiation with an agency.
- Group discussions on managing a difficult outsourcing relationship.
- Developing a final outsourcing strategy for your organization.
CERTIFICATION
- Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate
TRAINING VENUE
- Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.
AIRPORT PICK UP AND ACCOMMODATION
- Airport Pick Up is provided by the institute. Accommodation is arranged upon request
TERMS OF PAYMENT
Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com
For More Details call: +254-114-087-180
Strategic Delegation: Mastering The Art Of Outsourcing Debt Collections Training Course in Uganda
| Dates | Fees | Location | Action |
|---|---|---|---|
| 13/10/2025 - 17/10/2025 | $1,750 | Mombasa |
|
| 20/10/2025 - 24/10/2025 | $1,500 | Nairobi |
|
| 27/10/2025 - 31/10/2025 | $1,500 | Nairobi |
|
| 03/11/2025 - 07/11/2025 | $2,900 | Kigali |
|
| 17/11/2025 - 21/11/2025 | $1,500 | Nairobi |
|
| 24/11/2025 - 28/11/2025 | $1,500 | Nairobi |
|
| 01/12/2025 - 05/12/2025 | $1,750 | Mombasa |
|
| 08/12/2025 - 12/12/2025 | $1,500 | Nairobi |
|
| 05/01/2026 - 09/01/2026 | $1,750 | Mombasa |
|
| 12/01/2026 - 16/01/2026 | $1,500 | Nairobi |
|
| 26/01/2026 - 30/01/2026 | $1,500 | Nairobi |
|
| 02/02/2026 - 06/02/2026 | $4,000 | Pretoria |
|
| 16/02/2026 - 20/02/2026 | $1,500 | Nairobi |
|
| 23/02/2026 - 27/02/2026 | $1,500 | Nairobi |
|
| 02/03/2026 - 06/03/2026 | $1,750 | Mombasa |
|
| 16/03/2026 - 20/03/2026 | $1,500 | Nairobi |
|
| 23/03/2026 - 27/03/2026 | $1,500 | Nairobi |
|
| 06/04/2026 - 10/04/2026 | $4,950 | Dubai |
|
| 16/03/2026 - 20/03/2026 | $1,750 | Nairobi |
|
| 20/04/2026 - 24/04/2026 | $1,500 | Nairobi |
|
| 04/05/2026 - 08/05/2026 | $1,750 | Mombasa |
|
| 25/05/2026 - 29/05/2026 | $1,500 | Nairobi |
|
| 01/06/2026 - 05/06/2026 | $2,900 | Kigali |
|
| 15/06/2026 - 19/06/2026 | $1,500 | Nairobi |
|
| 22/06/2026 - 26/06/2026 | $1,500 | Nairobi |
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