Teaching someone to be a collector is a fairly straightforward process because you know at the end of the training, you want those individuals to be able to collect debts, compliantly, empathetically, and persuasively. Teaching someone to be a manager is an entirely different process because at the end of the training, you want someone who can be a leader. And being a leader doesn’t necessarily look the same from person to person and from agency to agency. Teaching people to become managers is more about teaching them how to deal with people. Listen to and download the audio recording or view the video below.
Developing a Management Training Program
Everyone who has a driver’s license knows how to drive a car. But while we all know how to drive a car, how we actually go about doing it is different from driver to driver. Driving is a good analogy for describing a company’s operations. While companies all have the same goal of effective service delivery, the processes that are used inside each operation will be different. But, just like driving, it’s important for companies to make sure that employees are following the proper steps to make sure that nobody gets into an accident. Listen to and download the audio recording or view the video below.
Policies & Procedures vs. Statements of Work - What Should Go Into Each
Good collectors understand that winning a call is about getting a payment from a consumer, not winning a debate or conversation about who is right and who is wrong. It can be just as important not to address certain comments that a consumer might make during a conversation just to keep it flowing in the right direction. Listen to and download the audio recording or view the video below.
Role-Playing Collector-Consumer Conversations
Companies have had to get creative during the past couple of years, starting with the outbreak of the COVID-19 pandemic and now dealing with the impact of The Great Resignation. While technology has helped offset shortages in labor or changes to workflows, thinking outside of the box is also crucial to a company’s success in today’s market. Listen to and download the audio recording or view the video below.
Strategies to Help Maximize Employee Productivity and Make Up For Labor Shortages
There is a lot of muscle memory in being a debt collector. From the time you begin training to the many similar phone conversations that are had day in and day out, there is a lot of repetition. It can be tough to unlearn certain behaviors and it can be easy to fall back into old habits. Listen to and download the audio recording or view the video below.
Adapting Your Training in the Regulation F Era
Conversations between collectors and consumers are like snowflakes, in that each of them are unique and one-of-a-kind in their own way. Consumers can be hostile, skittish, uncertain, embarrassed, aggressive, confused, or some combination of any or all of those emotions. In this webinar training experts talk about the skills needed establish connections with consumer. Listen to and download the audio recording or view the video below.
How to Teach Collectors to Connect with Consumers
It might not seem like much until you sit down and actually quantify it, but hiring a job applicant who is not a good fit for your company can be a very costly mistake. Not just in the money that you spend on screening, training, and compensating the employee, but the money it takes to screen, hire, and train that employee’s replacement. Listen as a panel of professionals discuss how to choose the right fit for your company. Listen to and download the audio recording or view the video below.
Best Fit: How to Choose the Right Applicant
Training collectors used to be relatively easy. But COVID-19 has upended how collectors are being hired and working, so that means it has also upended how they are being trained, too. A panel of training experts from across the ARM industry walks through how they are training new staff remotely. Listen to and download the audio recording or view the video below.
How to Train New Staff Remotely
Best Practices E-Books
This Best Practices compilation includes How Technology is Helping Agencies Maximize Collections in Spite of Labor Shortages, How Collectors Should Respond to Common Scenarios With Consumers, The Secret to Writing Strong Policies & Procedures, and Understanding How Management Training is Different from Regular Training, and is a summary from the 2022 webinar series provided by Peak Revenue Learning. Links to audio and video recordings of the webinars are included.
The 2021 Best Practices e-book includes How to Make New Hire Training Effective in a Remote Environment, Tips to Hire the Best Candidates in a Tough Job Market, Collectors Share Tips to Connect with Consumers, and How Companies Have Adapted Their Training for Reg F, and is a summary from the 2021 webinar series provided by Peak Revenue Learning. Links to audio and video recordings of the webinars are included.