PhoneCoach In House Training



The IRRV is now able to deliver the highly successful and popular telephone debt collection workshop using PhoneCoach®, the market leading training tool for staff using the telephone.

The workshop will focus on the key skills needed to improve telephone call handling resulting in both improved customer service and collection performance through theoretical and practical learning techniques where delegates can interact with each other in a realistic environment. The course covers all local authority and housing association debt streams and is a must for all staff involved in revenues collection who deal directly with the public.

Course Content:

• Telephone etiquette
• Communication skills
• Controlling conversations
• Being assertive
• Gathering information
• Understanding debtor motivation
• Art of negotiation
• Handling different caller behaviours
• Managing confrontation.

The course will be delivered by Allan Traynor IRRV (Hons), Consultant.


Fees: Each course is £2500 plus VAT and held in the convenience of your own offices.

The workshop can be delivered as either a one day or a more in-depth two day workshop. The courses are limited to 12 people to ensure a thorough understanding and increased knowledge of each topic.

For further information, including full details of each course, please email the IRRV Conference Team on


Allan Traynor retired from local government in October 2008 after 39 years of service and now provides consultancy services.

Allan qualified as an accountant in 1975 and for 24 years worked in the revenues and benefits field. He was national President in 2006/07 is a past President of the Scottish Association. He is a former chair of the Scottish Revenues and Benefits Forum and advisor to the Convention of Scottish Local Authorities (Cosla) on revenues and benefits matters.He is a tutor for distance learning and the West Midlands Association Level 3 Certificate course.

Allan spent all his local government career in Fife starting as a trainee accountant with Fife County Council. Once qualified he worked in Internal Audit moving on to become Chief Internal Auditor for Fife Regional Council before becoming Principal Revenue Accountant in 1984,then moving on to the post of Depute Director of Finance prior to local government reorganisation in 1996. On the creation of Fife Council, Allan moved to the post of Revenue Services Manager, where, in addition to revenues and benefits, he was responsible for accounts payable, treasury management and pension fund investment.

Since his retirement from Local Government, Allan has moved south and now lives in the Midlands where he provides training and consultancy for public sector organisations.

The Institute will make every effort to give delegates as much notice as possible of any programme changes or the cancellation / re-scheduling of an event. However, it does reserve the right to make changes to advertised programmes and to cancel / re-schedule events. In the unlikely event of an event being cancelled / re-scheduled, either a full refund will be made or alternatively, any fee paid will be credited against a future booking. The Institute will not be liable for any travel and / or accommodation costs incurred by the attendee should an event be cancelled / re-scheduled.


VAT will be applied at the current rate. Cancellations two weeks before course date will be charged at 50%. Cancellations after this date will be charged at 100%. A substitute attendee is allowed at any time at no extra cost.


For more information please call 020 7691 8974/8987 or email