If you don’t see these things in your collection operation, you may have large financial opportunities.
Managers using a standard daily planning, execution and adjustment process for dialer operations that produces major increases in Right Party Contact (RPC) production.
Managers using a simple diagnostic report for:
dialer operations that provides a comparative production scorecard enterprise-wide.
accessing Standard Call Skills.
measuring and improving collection skills at the collector, team, department, and/or site levels.
All collectors using a standard call model with variations for levels of delinquency and modified to fit the Client.
All Team Leaders using a standardized approach throughout your enterprise that employees:
specific, measurable Team Leader tasks for coaching collectors, teaching call skills, setting performance goals, and developing their team to the highest possible performance.
performance standards tailored to your organization, including:
Diagnosing production results and crafting action plans.
Diagnosing collector discipline issues and strategizing remediation.
Diagnose a collector’s results and conduct periodic reviews
Preparing monthly development sessions for a collector
Conduct a monthly development session for a collector
Diagnose specific collector call skills and coach
Maintain a standardized Leader’s Log on collectors
Plan and conduct call skill training sessions for collectors
Diagnose Team performance opportunity and prepare and follow through on a Team plan
Deal with substandard performance issues and instances of particularly outstanding performance.
Standard documentation for monthly development and managerial notes
Standard process for monthly development
Standard routine training process (with supporting tools) to sustain representative skills after initial call model training
Consistent monitoring and call scoring.
All Department Managers using a standard approach throughout the Client. This include:
Specific measurable Department Manager tasks for coaching and developing Team Leaders and building the highest possible performance in their department. Department Manager Tasks, with performance standards, are tailored to the Client and include, as examples:
Develop a production plan
Diagnose production results and prepare an immediate plan
Manage seat-hour generation
Diagnose department performance opportunity, prepare and follow through on an improvement plan
Deal with substandard performance issues and instances of particularly outstanding performance
Diagnose Team performance and conduct periodic reviews
Prepare a monthly development session for a Team Leader
Conduct a monthly development session for a Team Leader
Manage an on-going development program
Maintain a Leader’s Log on Team Leaders
Plan and execute a training program
Standard “program” management for development, production, and training in each department
Standard process for the development of Team Managers
All managers using a standard, simple approach to plan their work and to manage their time…No “pick-up ball games.”:
A simple process for periodic “health checks” and mentoring of the collector, Team Leader and Department Manager skills to sustain and continue to improve collection performance.