Listen to the Webinar Recording or Download a Copy BelowGood collectors understand that winning a call is about getting a payment from a consumer, not winning a debate or conversation about who is right and who is wrong. It can be just as important not to address certain comments that a consumer...
Listen to the Webinar Recording or Download a Copy BelowCompanies have had to get creative during the past couple of years, starting with the outbreak of the COVID-19 pandemic and now dealing with the impact of The Great Resignation, and while technology has helped offset shortages in labor or...
Listen to the Webinar Recording or Download a Copy BelowThere is a lot of muscle memory in being a debt collector. From the time you begin training to the many similar phone conversations that are had day in and day out, there is a lot of repetition. It can be tough to unlearn certain behaviors...
Listen to the Webinar Recording or Download a Copy BelowConversations between collectors and consumers are like snowflakes, in that each of them are unique and one-of-a-kind in their own way. Consumers can be hostile, skittish, uncertain, embarrassed, aggressive, confused, or some combination of...
Listen to the Webinar Recording or Download a Copy BelowIt might not seem like much until you sit down and actually quantify it, but hiring a job applicant who is not a good fit for your company can be a very costly mistake. Not just in the money that you spend on screening, training, and...
Listen to the Webinar Recording or Download a Copy BelowTraining new collectors is relatively the same whether it is being done in person or remotely, but the other aspects of bringing in new employees are not so easily replicated when those individuals are not in the office together, and...
Listen to the Webinar Recording or Download a Copy BelowTraining collectors, whether they be new hires or seasoned veterans in need of a refresher, is an expensive process for collection agencies. Not only does the trainer have to be paid, but every minute that a collector is not on the phone...
Listen to the Webinar Recording or Download a Copy BelowHiring and training a new employee is like building the foundation for a house. If it’s done correctly, the house will proudly stand the test of time. If it’s done incorrectly, it won’t stand a chance and will cause nothing but headaches for...
Listen to the Webinar Recording or Download a Copy BelowThe further away that collectors get from the office, the more closely that they need to be monitored, although for the most part, what they are being monitored for is largely the same as when they were in the office, according to a panel of...
Listen to the Webinar Recording or Download a Copy BelowHiring employees in the credit and collection industry today has become a delicate balance of making sure the candidate demonstrates that he or she is hungry for the position while also not taking too long to extend a job offer, or risk the...
Listen to the Webinar Recording or Download a Copy BelowTraining collectors, especially those who have been working at an agency for a period of time, is a great idea. But the idea of having to take them off the collection floor and take time away from being on the phone to train them, especially...
Listen to the Webinar Recording or Download a Copy BelowIn today’s job market, individuals can be a lot pickier about where they work. Hundreds of resumes that are submitted turn into a handful of viable candidates who actually show up for the interview, and maybe one or two people accept an offer...