Articles
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"Taking Stock" by Joanne Y. Cleaver, Collections & Credit Risk, December 2000 issue, © 2000, Thompson Financial Media. |
The end of the year is a good time to review company performance and determine how to improve it. What training and non-training issues may be having an impact, and which tactics are likely to prove most cost-effective?"
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"Call Center Checkup," by Joanne Y. Cleaver, Collections and Credit Risk, October 2000 issue, © 2000, Thompson Financial Media |
One of Universal Training clients states,
"We made a very concerted effort that this is a quality improvement program not a 'catch you doing something wrong.' By entering into this whole piece as part of a Collection Excellence program, it affords employees a chance to show off their skills."
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Avoid these common performance appraisal pitfalls. |
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"The New Focus on Collector Training," by Leslie Beyer, Credit Card Management, March 1999 issue, © 1999, Faulkner & Gray, Inc. |
Universal Training Senior Vice President Mary D. Carolan says,
"In today's marketplace, training should first include teaching collectors what credit is, how customers become delinquent and what it means to be delinquent, what percentage of accounts actually become delinquent, who the company they work for is, and what type of credit they provide." In addition, collectors must understand their role in helping the company achieve its financial objective, as well as its service philosophy and how customers should be treated. Also, she stresses, collectors must work within the parameters of the law while accomplishing their goals.
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"Calling All Trainers," By John C. Doyle and Mary D. Carolan, Training & Development, January 1998 issue, © 1988 by the American Society for Training and Development. |
The phenomenal growth in call centers that handle customer service, telemarketing, collections, and other customer-focused areas has spawned a multitude of challenges
and opportunities. Training, particularly for call center representatives and the people who coach them, is only one of many variables to consider when planning and implementing a call center.