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.
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.
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.
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.
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.
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.
Best Practices E-Books
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 AccountsRecovery.net and Peak Revenue Learning. Links to audio and video recordings of the webinars are included.
The Best Practices compilation below includes Experts Share Tips to Identify & Hire the Best Job Candidates, How Monitoring Collectors Has Changed While Working Remotely, How Training Has Changed During COVID-19, and Experts Offer Tips to Train Employees to Optimize Performance and is a summary from the 2020 webinar series provided by AccountsRecovery.net and Peak Revenue Learning. Links to audio and video recordings of the webinars are included.