In addition to the extensive initial training of our collectors, the daily training classes and weekly training meetings—along with monthly performance reviews with the owner and general manager—North American Recovery also audits the work of our collectors on a daily basis.
Our collection supervisor audits the work of at least three different collectors every day. The supervisor reviews all the work a collector has done on all accounts for that day and selects specific accounts for exhaustive analysis. The detailed analysis includes reviewing all notes—which list all collection activity taken on each account—and listening to all calls made for the account. These reviews are an integral part of our success as a company because they allow for personalized attention and feedback for every collector. This level of commitment to our collectors is one of the many reasons they perform so well.