News & Tips
The Missing Link Between Training and Performance
Key Takeaways Training improves employee performance when learning is reinforced through workplace application, coaching, and ongoing support. Learning transfer is the key to training effectiveness, requiring employees to practice new skills in their daily work to achieve lasting behavior change....
Training Bytes – Episode 150
When a consumer says they cannot pay or simply says "no," it does not necessarily mean the conversation is over. Knowing when to continue the discussion, what questions to ask, and how to respond without becoming overly aggressive can make the difference between ending the call too soon and...
Training Completion is not the Same as Job Readiness
Completion rate is a common metric in learning and development (L&D) reports. While easy to generate and share, it rarely reflects whether employees have gained meaningful skills. When L&D equates the delivery of information with employee preparation, they use completion as proof of...
Training Bytes – Episode 149
As more consumers begin using AI tools during everyday conversations, collectors may find themselves speaking with someone who is relying on AI for answers, guidance, or even suggested responses in real time. These situations can introduce new challenges that affect communication, efficiency, and...
Beyond the Type: Using Personality Assessments to Develop, Not Label
Personality assessments have become standard in corporate learning and development (L&D). Organizations use them to onboard new hires, coach managers, build leadership pipelines, and compose balanced teams. Yet much of their value is lost at the moment of interpretation, when a nuanced profile...
Training Bytes – Episode 148
When a consumer says they have no idea what the debt is or why they're being contacted, the conversation can stall before it really begins. How collectors respond in those first moments can determine whether the interaction becomes productive or ends in frustration. Jenna Leigh Guyton from...
Achieve High Performance with Call Center Training
When you align the training of the collection call model framework with competencies that drive performance, you achieve success. The key is to balance lecture and activities within call center training to reinforce the right behaviors. Here is the structure of the “better approach to training.”...
Training Bytes – Episode 147
When a consumer is upset at the start of a call, even basic verification can become difficult. Representatives often need to balance calming the consumer's emotions with completing required verification before they can address the reason for the call. Sherrika Newman from Revco Solutions joins...
Remote Collection Agent Training: Best Practices Revealed
See how collection agent training programs can use real-world activities and empathy to boost learning outcomes, customer satisfaction, and collections performance. Collections Leaders Seek New Ways to Reinvigorate Call Center Agent Performance Agent turnover in call centers has steadily grown to...