VocalCoach
Ready-made courses for credit controllers and collections agents, from the overdue invoice to the affordability conversation. Practise with an AI caller, on fictional accounts, before the real call.
The library covers business credit control and consumer collections separately, because the calls are different.
Confirm the references, remove whatever is blocking payment and turn 'the next run' into a date.
Pin down exactly what is disputed and agree payment of the undisputed balance.
Explain the next steps in order and offer a genuine last chance.
Identity checked before any account detail, and a discreet message when someone else answers.
Turn a vague intention into an amount, a date and a method the customer can keep to.
Income and outgoings, one category at a time and without judgement.
Acknowledge it, ask consent to note it and adjust contact to what helps.
Pause when debt advice is under way, and check a representative's authority before sharing detail.
'Not my debt' captured exactly, with collection on hold while it is checked.
Complaints logged first, and the final-stage call made without a false threat.
Some of the most useful minutes of practice are the ones where the right move is to pause. Each of these opens an exercise in the library.
“I just want it gone. Take the lot now, my card's ready.”Jordan, in arrears
Ask about rent and essentials first, and decline a payment the customer can't afford to make.
“My mum passed away last month and honestly everything's just slipped.”Beth, missed a payment
Acknowledge it first, ask consent to note it and offer the hold.
“Before you ask about payment, I've started with a free debt charity. Can you give me some time?”Ola, getting advice
Stop asking for payment, apply the hold your policy allows and explain what happens when it ends.
“I've told your company three times I don't owe this. I cancelled that contract last year!”Darren, disputing the debt
Capture exactly what is disputed, suspend collection and give the timescale.
“You rang me four times yesterday, once at half nine at night. I want it on record.”Janet, complaining about contact
Treat it as a complaint first: apologise, log it, and discuss the balance only if she chooses.
Amount, date and method are read back in each exercise, so the habit is in place before an agent agrees a real plan.
Next steps explained in order, and late-payment interest quoted as information rather than a threat, including when a caller dares you to sue.
The ready-made courses use fictional firms and policies. To rehearse your own permitted actions and referral wording, describe the call and the AI course builder drafts a course for you to check before anyone practises.
Track who has completed each exercise. Completion records practice; it is not a compliance assessment or accreditation.
Practice only, not legal or regulatory advice. Use made-up details, never real customer data, and debrief the hardest vulnerability levels with your safeguarding lead.
After each practice call, a call analysis shows your pace, talk share, questions and filler words, with specific tips for next time. It comes at no extra charge.
Set interruption practice to Off, Low, Moderate or High in each eligible exercise of your own course or workspace copy. Rehearse time pressure, clarification or a respectful ending after refusal. Explore custom interruption practice.
In preparation: live interruption practice is not enabled yet.
Every workspace begins with a short business discovery course and a customer support course. They show how practice calls work before your team moves on to the Debt Collection & Credit Control courses below.
Each starter course has three short levels. To rehearse your own policies and wording, describe the call and the AI course builder drafts a course for your team to review; check the facts and escalation steps against your own policies before anyone practises. Course generation uses credit.
Explore business discovery Explore customer supportSeparate courses for business credit control and consumer collections. Each has three levels that get harder, with a different AI caller at each one.
Practise the opening of a collections call: saying who you are and why you're calling in neutral terms, completing an identity check before any account detail, leaving a discreet message with someone else, and holding the line politely when a caller can't be verified. Practice only, not legal or regulatory advice.
Practise chasing business invoices without damaging the relationship: confirming the references the customer needs, removing whatever is blocking payment, turning 'the next run' into a dated commitment, and agreeing a split plan within your authority. Practice only, not legal or financial advice.
Practise handling 'there's a problem with that invoice': pinning down exactly what is disputed, logging it with the right team, and agreeing payment of the undisputed balance without admitting fault or promising a credit you can't authorise. Practice only, not legal advice.
Practise escalating overdue business debts accurately: explaining the next steps in order, quoting statutory late-payment interest and recovery costs as information rather than threats, offering a genuine last chance, and refusing to be baited into bluff. Practice only, not legal advice.
Practise the first conversation after a missed payment: asking what changed, checking a payment is affordable, turning a vague intention into an amount, date and method, and declining an arrangement the customer can't keep. Practice only, not legal or regulatory advice.
Practise income-and-expenditure conversations: explaining why you're asking, working through the categories one at a time without judgement, agreeing a payment that leaves essentials covered, and knowing what to offer when the numbers don't add up. Practice only, not financial, legal or regulatory advice.
Practise the moment a customer tells you something difficult: acknowledging it first, explaining how the information is used and asking consent to note it, adjusting contact to what helps, and pausing collection entirely when someone is distressed. Level 3 involves a caller expressing hopelessness. Practice only, not clinical, legal or regulatory advice; debrief the hardest level with your safeguarding lead.
Practise the calls that change when debt advice is involved: pausing collection when a customer is getting advice, checking a debt adviser's authority before sharing account detail, and describing breathing space accurately to a worried family member. Practice only, not legal or regulatory advice.
Practise taking a dispute seriously without conceding it: capturing exactly what the customer says, putting collection on hold, explaining what happens next and when, and calming an angry caller by listening and summarising. Practice only, not legal or regulatory advice.
Practise the highest-stakes consumer calls: logging a complaint before returning to the account, recording contact preferences, explaining a final-stage account's next steps accurately, and offering a genuine last chance without being baited into a false threat. Practice only, not legal or regulatory advice.
Create a workspace, explore the course library and invite your team. Pay only for the practice you use.