GRCA encourages continual improvement through education. Training should not be limited to the initial training provided to new hires. Ongoing training will enrich even the most experienced collectors, demonstrating their value to the organization and your investment in their success.
Regular performance reviews are customary for influencing collector performance and directing improvement. Most collection offices perform regular account reviews and engage in call monitoring, during which the supervisor listens in on live calls. Some offices also conduct periodic side-by-side reviews with the collectors, shadowing their daily functions and providing direction on the spot. Cross-training offers collectors variety in their duties and provides the organization necessary backup for critical functions.
Finally, the best training is provided by simply being accessible to your staff. Be available for questions and provide immediate feedback. Impart new information in a timely manner and allow your collectors to drive their own training by encouraging them to search out opportunities that interest them.
Collectors can benefit from training that is not overtly related to collections. The listed topics are easier to come by than collector training but will provide necessary skills for dealing with customers and coworkers alike.
- Team Building
- Customer Service
- Conflict Management/Resolution
- Organizational Skills
- Time Management
- Stress Management
- Ethics/Code of Conduct