Try This at Home: Maximizing Your Collector Performance

There are ways you can overlap your best perfomers with the right accounts to ensure collection success.

REGISTER: Join Genesys and insideARM.com tomorrow, 21 May 2014, at 2.00 p.m. for a deeper dive into strategies that will maximize collector performance.

The first step: Identify your top- and bottom-perfoming agents in terms of revenue collected. Then, identify the skills that best differentiate the top performers from the bottom performers. A good identifier: paying attention to the types of phrases spoken by agents when using that particular skill. For example, top performers can create urgency, suggest a payment plan, or suggest reimbursement. Feel free to ask your top performers what they think they’re doing that keeps them at the top of the pack.

The second step: Once you’ve identified those skills that correlate with high performance, work with your training department to incorporate those lessons into training not just for new employees, but for refresher courses that should be a part of your yearly education plan for seasoned collectors.

Training, coaching, and self-learning programs should continually refocus on the skills you’ve identified as critical to your success. And not just taught: the skills should also be practiced in role plays and evaluated with real customer calls during training, coaching and self-learning sessions until the agents became very proficient with them.

By improving usage of the key collections skills, you should see an increase in the number of phone payments received. Using resources readily available to you — your top performers and your accounts — you can start to better leverage the expertise your agency already has.

WEBINAR: Four Phases in Re-Defining Agent Productivity & Risk Mitigation for Collections