I recently attended a webinar, hosted by AccountsRecovery.net, where a panel of leaders from various agencies discussed how they train their collectors. Training methods varied but the challenges in training collectors were relatively the same.
One of the challenges mentioned was that collectors have a high turnover rate – especially during the early stages of training. This can be time consuming and costly. Several training ideas were shared on how to combat this challenge and there was one in particular that stood out to me. Invest in the personal development of your collectors.
When a new collector is hired it usually consists of several days sitting through lectures, training on various laws, regulations and procedures (not so fun). What if, instead of solely focusing on the laws, regulations and procedures, we focused on developing their softs skills; building their confidence in communication, teamwork, and problem solving.
Remember, collectors are human. Whether the new hire recently completed school or wanted a new career, they came to you because they were looking to progress their lives and careers. If you can help develop them personally, in return you will develop better employees.
3 Ways to Build Personal Development
There were three ways discussed in the webinar to help develop collectors.
1. An idea that was given by someone on the panel was to review with collectors’ principles found in the book The 7 Habits of Highly Effective People. The 7 habits are:
- Be proactive
- Begin with the end in mind
- Put first things first
- Think win-win
- Seek first to understand, then to be understood
- Sharpen the saw
- Another idea was to have a bottom-up approach. Give the new hires opportunities to teach their peers. You can give them a certain topic to study and have them lead a discussion or lecture in that topic.
- A final idea was to spend one-on-one time with the collectors to review their progress.
Overall, create a culture the collectors enjoy. Collectors will be more excited to go home and tell their family and friends about their new job if they feel like they are being invested in.
About Our Solution
StackUp, A Collector training game from The Intelitech Group™, has made training fun and engaging for collectors. If you are looking to improve your collector training through creating a fun culture and would like to see a demo of StackUp contact The Intelitech Group at (360)-260-9780 or email us at firstname.lastname@example.org
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