Daily Training Methods

Once our collectors complete their initial training and they are ready to start doing their job, they are required to attend daily training classes. These classes usually last about an hour and are used as a way to provide specific training and feedback. Our training room has a 100-inch projection screen and a sound system that allows us to replay specific calls in front of the group and train several employees at once. It is much more than just sitting in a room and talking. We actually project our collection program up on the screen and show collectors how to perform specific tasks. These training meetings are very productive and keep our collectors "on the same page" which is a huge benefit for our clients. These meetings allow us to address any concerns that our clients have on how we are working their accounts. We also routinely invite prospective clients to sit in on these meetings so they can see just how we train our collectors. The clients who have attended have been very impressed.

These meetings are very informative. They cover several topics and are a good way for employees to continue their education on a daily basis. What happens if a collector misses a meeting? We record each meeting. We send these recorded meetings to any employee who was absent. We also save each recording in our computer system for future use. Once an employee has listened to the recorded meeting, it is as if they had attended in person!