In the fast-paced and often high-pressure world of today’s collection industry, retaining new hires is a multifaceted challenge. Companies are increasingly recognizing the need to blend flexibility, engagement, and support to keep their workforce motivated and productive, according to panelists during a recent webinar. Listen to and download the audio recording or view the video below.
Retaining New Hires
Race cars, Power Rangers, there are a number of different analogies and examples that can be used to describe how all of the employees inside a collection operation need to be performing together for the operation to be successful. Looking at all of the employees inside an operation as a team can help boost performance, make sure everyone is rowing in the same direction, and keep everyone accountable, shared the panelists of a webinar on performance management. Listen to and download the audio recording or view the video below.
Performance Management - Managing Individuals to Drive for Best Results
Building an effective training program is like sending new hires back to school, and that includes trying to make the process as enjoyable and fun as possible, according to the panelists on a recent webinar who discussed different ways to make training as effective as possible. Listen to and download the audio recording or view the video below.
Building an Effective Training Program for New Collectors
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
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.