News & Tips
Training Bytes – Episode 77
Every representative will encounter consumers who say, “I already told you that I didn’t owe this” or “I told you to stop calling me”. Jose Giron from State Collection Service and Mike Gibb discuss how collectors should respond when this happens. Source: AccountsRecovery.net
Why Emotional Intelligence Training is Essential for Remote Teams
Emotional intelligence (EI) involves understanding and managing one’s emotions while being aware of and empathetic toward others. It’s fundamental for healthy communication, teamwork, and strong relationships in the workplace. However, the need for EI is even greater for remote teams because...
Training Bytes – Episode 76
There are times when a representative will encounter a consumer that gives no indication that they want to resolve their debt. Larry Baker from RGS Financial and Mike Gibb discuss what to do when a consumer just does not appear interested in paying. Source: AccountsRecovery.net
Identifying and Nurturing Top Performing Collectors: Insights from Industry Experts
In an industry often plagued by high turnover and inconsistent performance, the ability to identify and nurture top-tier collections talent can feel like searching for a needle in a haystack. The need for skilled, resilient collectors has never been more crucial. But with the right process and...
Training Bytes – Episode 75
If you were to break down the different parts of a collection call — the beginning, the middle, and the end — which is the most important and why? Larry Baker from RGS Financial and Mike Gibb discuss the answer to this question. Source: AccountsRecovery.net
4 Key Trends Shaping Compliance Training in 2025
Regulations? They’re constantly transforming. Operational challenges? They’re growing increasingly more complex. With new laws and guidelines emerging frequently — from cross-border business policies to shifting geopolitical dynamics — organizations must constantly monitor their activities, update...
Training Bytes – Episode 74
If a representative is communicating with a consumer who rambles and keeps going off on tangents, what is the best way to bring the consumer back to the conversation and move the discussion forward? Larry Baker from RGS Financial and Mike Gibb discuss what to do if this happens. Source:...
Training Bytes – Episode 73
Without reasonable confidence, one cannot be successful. So, how does a representative develop confidence? Larry Baker from RGS Financial and Mike Gibb discuss how to help a collector be confident when communicating with consumers. Source: AccountsRecovery.net
Improving Retention with Continuous Learning Journeys
The world has witnessed unprecedented changes due to the pandemic. Businesses have been affected globally. Those previously operating in what was then the normal manner, now embrace a way of life defined by remote working, hybrid work, and more. Learning and development (L&D) professionals...