jwatkins's blog

Collector Performance Measures

We have had some difficulty over the years coming up with meaningful performance metrics for individual collectors due to the unique nature of our office’s organization. We have never considered ourselves a true call center so using the typical calls per hour type of measurement was not an ideal solution.

Email Out of Control?

I was debating with myself whether I was qualified to offer suggestions on how to manage your email in-box given that I currently have over 1000 emails sitting in mine. Granted, they’ve all been read, and I am sure some are completely outdated and can just be deleted. However, I figured if I wasn’t making use of certain tips and tricks I’d be in even worse shape.

Ghosts, goblins and…..the TCPA?

I’ll admit the TCPA scares me more than any frightening boogeyman on Halloween. The Telephone Consumer Protection Act of 1991 (TCPA) amended the Communications Act of 1934 to protect consumers from unsolicited telephone marketing calls as well as automated and pre-recorded messages.

Works Cited: 

ACA International. ACA's Guide to the Telephone Consumer Protection Act. 2011.

Blumberg et al., "Wireless Substitution: State-level Estimates from the National Health Interview Survey, 2010–2011." National Health Statistics Report 61 (2012): Web. 30 Oct 2012

The Right Fit

My office has been fortunate over the last several years to have been able to attract and retain employees with a good mix of skills and personalities. One of my most experienced and successful collectors has decided it is time to retire so I find myself faced with finding another suitable fit for our department.

The Hunt Is On

One of my favorite things about being a collector is skip tracing. After training and assisting other collectors on the best ways to go about skip tracing, I’ve come to believe that certain people just have an inherent knack for it.

Huddle Up!

Yep, it’s that time again! No, I’m not talking about football, I’m talking communication. I don’t know about you, but sometimes I think about how much work I could be getting done if I didn’t have to participate in so many meetings. That being said, it is imperative to keep the lines of communication open between management and staff so like it or not, meetings can be and are very valuable.

Works Cited: 

Buchanan, Leigh. "The Art of the Huddle." Inc.com. 01 11 2007: Web. 29 Sep. 2012. http://www.inc.com/magazine/20071101/the-art-of-the-huddle.html.