News & Tips

Training Bytes – Episode 9

Training Bytes – Episode 9

How can a representative connect with a consumer that seems standoffish or wary of talking to a stranger? Michael Jeselnik from Carter-Young and Mike Gibb discuss how to respond to this type of situation. Source: AccountsRecovery.net

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Reinventing Learning in a Remote Workforce

Reinventing Learning in a Remote Workforce

Adjust the 70/20/10 professional development model, perhaps closer to a 50/25/25 model. This could utilize the same technology that ushered in our new era of work and create more achievable benchmarks for in-person coaching. An employee’s professional development has long thrived on face-to-face...

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Training Bytes – Episode 8

Training Bytes – Episode 8

What should representatives do when they answer an inbound phone call from consumers who previously received calls and didn't answer them, and are now calling back to see what the calls were regarding? Mindy Chumbley from Solverity and Mike Gibb discuss how this scenario should be handled. Source:...

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Measuring the Right Metrics to Prove Training’s Impact

Measuring the Right Metrics to Prove Training’s Impact

During the 1980s and ‘90s, training departments at most corporations published tables and graphs that displayed training days, batch occupancy and trainer utilization as key metrics to indicate how well the department was doing. The mantra was: “Get them into the classroom and everything will be...

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Training Bytes – Episode 7

Training Bytes – Episode 7

What should collectors do when they make a mistake and the consumer doesn't notice it? Beth Conklin from State Collection Service and Mike Gibb discuss how this situation should be handled. Source: AccountsRecovery.net

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Training Bytes – Episode 6

Training Bytes – Episode 6

How should collectors respond when consumers say they will pay a debt, but only if it is deleted from their credit report? Greg Ruffino from Williams & Fudge and Mike Gibb discuss how this negotiation should be handled. Source: AccountsRecovery.net

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Training Bytes – Episode 5

Training Bytes – Episode 5

What should representatives do when consumers are unhappy with the services provided by the original creditor? Michael Jeselnik from Carter-Young and Mike Gibb discuss how this objection should be addressed. Source: AccountsRecovery.net

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