News & Tips
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...
Training Bytes – Episode 146
When it’s clear that English is not a consumer’s first language, communication challenges can quickly impact the effectiveness of the conversation. Collectors must balance the need to gather information and discuss the account with the need to ensure the consumer understands what is being...
How Music and Storytelling Can Improve Training Retention
Corporate training has a memory problem. Organizations invest significant time and resources in training programs. Employees sit through it, pass the test, and forget most of it by Friday. We measure whether people finished. We rarely measure whether they changed. Music and storytelling fix that...
Training Bytes – Episode 145
When a consumer says “no”, collectors are often left with a difficult question: Is this the end of the conversation, or is there still an opportunity to move toward a resolution? Knowing when to continue exploring options and when to stop pushing is critical. Sherrika Newman from Revco Solutions...
Training First-Party Collectors: Balancing Recovery, Customer Experience, and Client Relationships
Training first-party collectors presents a unique challenge. Unlike traditional collection representatives, these employees serve as an extension of the client’s brand, making every conversation about more than just recovering revenue. In this webinar, sponsored by Peak Revenue Learning, Mike Gibb...
Are You Measuring Activity or Business Value? How to Measure Real Training Impact
Amid economic uncertainty and budget constraints, learning and development (L&D) leaders are under pressure to show measurable training impact. Training Industry research found that in both 2022 and 2026, 18% of L&D budgets were expected to shrink, indicating that budget concerns have...
Training Bytes – Episode 144
When consumers begin sharing details about the circumstances they’re facing, the information may not be relevant to resolving the debt, or it may simply be an expression of frustration or hardship. Collectors need to strike a balance between listening empathetically and keeping the conversation...