CollectorTalkâ˘
Top Performance Training for Collectors
Ongoing education plays a vital role in the success of your organization. For collectors to be productive and effective, they need tools and training that help them get up-to-speed quickly and excel at recovering debt.
A Collector Training Tool
To automate and accelerate your collector training, The Intelitech Group offers CollectorTalk!⢠- an easy-to-use computer-based training tool that builds interpersonal skills through simulated debt-recovery scenarios. With our unique learning system, both new and seasoned collectors will uncover tips and techniques that can help them collect more in less time.
Comprehend Communication Styles
The best collectors know that different people have different communication styles. Using CollectorTalk!, collectors learn to read the style of each debtor and tailor their approach accordingly.
Prep for Live Calls
Repeated practice, supported by an ideal "best practices" model, ensures that skills learned in the classroom are fully and consistently transferred to job performance. Collectors become more comfortable during live calls.
Enhance Dialogue
Many collection agencies train collectors to say things in a certain way; but in some cases, collectors forget this information or fail to apply what they've learned. Using our training and effectiveness tools, the right phrases and terminology become a part of the collector's mannerisms.
Average Productivity and Quality Scores
| Promises to Pay | Promises to Pay | Average Call | Quality Score | |
| Per Hour | Kept Per Hour | Handle Time | (100 point scale) | |
| Pilot Group | 4.15 | 2.88 | 131 seconds | 94.45 |
| Control Group | 3.32 | 2.50 | 146 seconds | 90.80 |
| Pilot Group Difference | +.86 | +.38 | -15 seconds | +3.65 points |
| Percentage of Improvement | 26% | 15% | 10% | 4% |
Based on two months of just eight one-hour practice sessions
Rehearse.Recover.Reduce.
Building Collector Confidence
When your collectors communicate skillfully with debtors, they can recover more dollars, more efficiently, and reduce operational expenses.
With CollectorTalk! your collectors "rehearse" calls by interacting with a simulation that feels just like a real collection call. They experience how to effectively collect payments by learning how to type and talk professionally as they interact with debtors.
- Users can record and listen to their own voices, allowing them to make adjustments to voice, tone, speed, and language
- Which 25% of my accounts would generate less than 5% of my revenue?
- Coaching screens provide additional tips for effective performance
- Users can work at their own pace, without the distraction of someone listening to them or looking over their shoulder.
- Managers can monitor a collector's progress through an intuitive management interface and training reports.
The results? Collectors steadily build up their competence and confidence and ultimately build up your organization's bottom line.
Train Your Collectors to be Top Performers
Improve Consistency and Quality
According to industry research, some of the biggest issues facing collection agencies are a lack of professionalism among collectors, inconsistent training programs, high turnover among collectors, and high operational expenses associated with training. CollectorTalk! addresses each of these issues so your organization can:
- Build consistency in how calls are handles from one collector to another
- Increase promises to pay per hour
- Reduce operational expenses by reducing average call handling time
- Decrease attrition of new collectors by reducing stress
- Bring new hires up to speed faster without practicing on actual debtors
- Improve management-employee interaction
- reduce training demands placed on experienced collectors
- Significantly increase collections and improve service quality.
Evaluation
Track Progression
The Collector Performance Index (CPI) is a ground breaking approach gleamed from some of the best collectors in the industry to ensure your collectors are constantly being evaluated using objective standards that are focused on increased performance. Failure to measure the correct attributes simply leads to poor habits. Inconsistent or non-existent monitoring leads to collectors who are more resistant to change and more likely to burnout. Constant improvement requires constant monitoring.
- Online Access to Collector Evaluations
- Collector Performance Reports
- CPI Auditing
Investing in technologies today to streamline your collection operations means saving both time and money in the near and long-term. Why wait to make this investment?
If you're ready to learn more about how yiou can improve the effectiveness of your collectors, increase dollars recovered, and reduce collector turnover and operational expenses, contact us today at 1.360.260.9780 or by submitting a form on the website by clicking here.
