2025 Webinars

Training programs often succeed in the classroom but break down once collectors face live calls. A panel of industry experts examined why training frequently fails to translate into lasting on-the-job behavior – and what organizations can do to ensure learning holds under real-world pressure.

The problem every operations leader recognizes and few are able to solve well: agents leave training energized and aligned, and then, under the pressure of a live phone, much of that learning slips away. A panel of industry practitioners unpacked what actually works to keep skills sharp after day one on the phones.

A panel of industry experts came together to tackle one of the most important and often overlooked aspects of consumer engagement in collections: convincing consumers you’re on their side. They offered practical insights for ensuring collection calls are collaborative problem-solving conversations. The message was clear: in an industry defined by regulations, performance metrics, and pressure, empathy and human connection remain the most effective tools in a collector’s toolbox.

In an era of rapid technological advancement and changing consumer expectations, debt collection agencies are reimagining their approach to training new collectors. Industry experts recently shared groundbreaking insights into creating more effective, efficient, and engaging training programs that not only get collectors on the phone faster but also set them up for long-term success.

Best Practices E-Books

This Best Practices e-book includes How to Shorten the Training Curve to Get New Collectors on the Floor Faster, How to Convince Consumers That You Are on Their Side, How to Ensure Agents Don’t Forget What They Learned During Training, and How to Make Sure Collector Training Sticks, and is a summary from the 2025 webinar series provided by Peak Revenue Learning. Links to audio and video recordings of the webinars are included.